BPO Quality Analyst

Kriyalogic; Mysuru, Hyderabad; On-site; INR 350,000 - 550,000; Full time

Job summary

Kriyalogic is seeking a quality-focused professional in Mysuru, India to monitor customer interactions and drive improvements. You will conduct QA audits, provide coaching, and create dashboards to track performance against defined parameters.

Responsibilities include identifying gaps, maintaining reports, and calibrating with QA teams to ensure adherence to standards. The role emphasizes collaboration with operations to raise overall service quality.

Qualifications

• Experience in monitoring customer interactions (calls/chats/emails).
• Ability to apply defined quality parameters and provide actionable feedback.
• Familiarity with calibration sessions and QA processes.
• Strong reporting and dashboarding skills for quality metrics.
• Track trends and recommend corrective actions to improve quality.

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.

Skills

Quality assurance

Call quality

Coaching

Process improvement

Performance dashboards

Job description

• 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.