Bpo Quality Analyst

Padma Balagaranahalli Narayana Swamy; Bengaluru; On-site; INR 350,000 - 600,000; Full time

Job summary

Padma Balagaranahalli Narayana Swamy is seeking a BPO Quality Analyst to ensure high call quality by conducting audits and analyzing CSAT and RCA outcomes. The role involves monitoring interactions and calibrating the team to uphold service standards.

The ideal candidate will have UG qualifications and experience in a BPO setting, with a focus on continuous process improvement and customer satisfaction. Bengaluru-based position with on-site responsibilities.

Qualifications

• Experience auditing call quality and analyzing customer interactions.
• Ability to derive actionable insights from RCA and CSAT metrics.
• Able to monitor, coach and calibrate a BPO team for quality improvements.

Responsibilities

• Conduct call audits, analyze calls with RCA & CSAT.
• Monitor calls, calibrate team members.
• Ensure call quality through regular checks.

Skills

Call audits

RCA CSAT analysis

Call monitoring

Team calibration

Quality checks

Education

Any Graduate

Job description

Responsibilities:

• Conduct call audits, analyze calls with RCA & CSAT
• Monitor calls, calibrate team members
• Ensure call quality through regular checks

Role Category: Customer Success, Service & Operations - Other

Education

• UG: Any Graduate

Key Skills

Skills highlighted with ‘‘ are preferred keyskills

Bpo Quality Analyst typically earns between