Quality Analyst

Grassroots BPO Pvt Ltd; Bengaluru; On-site; INR 350,000 - 520,000; Full time

Job summary

Grassroots BPO Pvt Ltd is seeking a detail-oriented Quality Analyst (QA) to monitor customer interactions, conduct quality audits, and ensure process compliance to drive service quality.

The role involves providing constructive feedback, preparing quality reports, and working with Operations and Training teams to foster continuous improvement in customer satisfaction.

Candidates with 2–4 years in BPO QA, strong Excel skills, and a proven ability to analyze processes will fit well with our team.

Qualifications

• Must have a strong grounding in BPO quality assurance practices and KPIs.
• Experience in monitoring and auditing customer interactions across voice and non-voice channels is preferred.
• Proficiency in documenting quality evaluations and maintaining audit records.

Responsibilities

• Monitor and evaluate inbound/outbound calls, emails, chats, and other customer interactions.
• Conduct quality audits based on defined parameters and client guidelines.
• Ensure adherence to scripts, SOPs, compliance requirements, and process standards.
• Identify errors, deviations, and opportunities for improvement.
• Maintain accurate quality evaluation records and audit reports.
• Provide constructive feedback to agents and support corrective action plans.
• Track improvement after coaching and share actionable insights with stakeholders.

Skills

Quality monitoring

Audits

Data analysis

Communication skills

Feedback delivery

Education

Bachelor's degree

Business/Management degree advantage

Tools

MS Excel

Job description

We are looking for a detail-oriented Quality Analyst (QA) to monitor customer interactions, conduct quality audits, ensure process compliance, identify performance gaps, and provide constructive feedback to improve agent performance, customer satisfaction, and overall service quality. The candidate will also prepare quality reports and work closely with Operations and Training teams to drive continuous improvement.

Key Responsibilities

Quality Monitoring & Audits

Monitor and evaluate inbound/outbound calls, emails, chats, and other customer interactions.

Conduct quality audits based on defined quality parameters and client guidelines.

Ensure adherence to scripts, SOPs, compliance requirements, and process standards.

Identify errors, deviations, and opportunities for improvement.

Maintain accurate quality evaluation records and audit reports.

Feedback & Performance Improvement

Provide constructive feedback to agents based on audit findings.

Conduct feedback sessions and support corrective action plans.

Identify recurring errors and analyze root causes.

Work with Team Leaders and Operations Managers to improve individual and team performance.

Track improvement after feedback and coaching sessions.

Reporting & Analysis

Prepare daily, weekly, and monthly quality reports.

Track key metrics such as Quality Score, Critical Errors, Compliance, Customer Satisfaction, and First Call Resolution.

Identify quality trends and share actionable insights with stakeholders.

Maintain audit trackers, calibration records, and performance dashboards.

Process Compliance & Calibration

Ensure compliance with client-specific requirements and internal policies.

Participate in internal and client quality calibration sessions.

Maintain consistency in evaluation standards across the team.

Support internal audits, client audits, and process improvement initiatives.

Recommend updates to quality checklists, SOPs, and evaluation parameters.

Coordinate with the Training team to address knowledge and skill gaps.

Support refresher training based on audit findings.

Assist Operations in improving customer handling, communication, and process adherence.

Support new-hire quality assessments during training and nesting.

Strong verbal and written communication skills.

Good analytical, observation, and problem-solving skills.

Knowledge of BPO quality monitoring and audit methodologies.

Ability to identify process deviations and critical errors.

Proficiency in MS Excel, reporting, and data analysis.

Strong attention to detail and documentation skills.

Ability to provide constructive feedback and work with cross-functional teams.

Customer-focused approach and commitment to continuous improvement.

Qualification & Experience

Any graduate; relevant qualifications in business or management are an advantage.

2–4 years of experience in BPO quality assurance, call monitoring, or process audits.

Experience in voice or non-voice customer support processes is preferred.

Knowledge of quality scorecards, calibration, root-cause analysis, and corrective action plans is an advantage.

Key Performance Indicators (KPIs)

Quality audit coverage and completion.

Accuracy and consistency of quality evaluations.

Achievement of process quality targets.

Timely completion of feedback and coaching sessions.

Reduction in repeat errors and critical quality failures.

Compliance with client and internal process requirements.

Accuracy and timely submission of quality reports.

Improvement in customer satisfaction and First Call Resolution.

Preferred Candidate Profile

The ideal candidate should have a strong understanding of BPO operations and quality standards, with the ability to identify performance gaps, provide meaningful feedback, and work collaboratively with Operations and Training teams to improve overall service delivery.