BPO Quality Analyst

Kriyalogic Technologies; Dadri; On-site; INR 450,000 - 750,000; Full time

Job summary

Kriyalogic Technologies is seeking a Quality Assurance Professional to monitor customer interactions across calls, chats, and emails, ensuring adherence to defined quality parameters.

You will conduct audits, identify process gaps, prepare quality reports, and provide coaching to agents to drive performance improvements while ensuring compliance with company policies and standards.

Responsibilities

• Monitor and evaluate customer interactions, including calls, chats, and emails, as per defined quality parameters.
• Conduct regular quality audits and provide accurate feedback to operations teams.
• Identify process gaps, quality issues, and areas for improvement.
• Prepare and maintain quality reports and performance dashboards.
• Conduct calibration sessions with the operations and QA teams.
• Provide constructive feedback and coaching to agents to improve performance.
• Ensure compliance with process guidelines, company policies, and quality standards.
• Track quality trends and recommend corrective and preventive actions.
• Work closely with Team Leaders and Operations Managers to improve overall process performance.

Job description

Key Responsibilities

• Monitor and evaluate customer interactions, including calls, chats, and emails, as per defined quality parameters.
• Conduct regular quality audits and provide accurate feedback to operations teams.
• Identify process gaps, quality issues, and areas for improvement.
• Prepare and maintain quality reports and performance dashboards.
• Conduct calibration sessions with the operations and QA teams.
• Provide constructive feedback and coaching to agents to improve performance.
• Ensure compliance with process guidelines, company policies, and quality standards.
• Track quality trends and recommend corrective and preventive actions.
• Work closely with Team Leaders and Operations Managers to improve overall process performance.