Quality Analyst

Grassroots BPO Pvt Ltd; Bengaluru; Vor Ort; INR 600.000 - 900.000; Vollzeit

Zusammenfassung

Grassroots BPO Pvt Ltd in Bengaluru is seeking a detail-oriented Quality Analyst to monitor customer interactions, conduct quality audits, ensure process compliance, and identify performance gaps for improving agent performance and customer satisfaction.

The role involves ongoing feedback sessions, calibration with operations teams, and regular quality reporting to track KPIs and drive continuous improvement across non-voice and voice processes.

Qualifikationen

• 2–4 years of experience in BPO quality assurance and call monitoring.
• Knowledge of quality scorecards, calibration, root-cause analysis, and corrective action plans is an advantage.
• Experience in voice or non-voice customer support processes is preferred.

Aufgaben

• 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.
• Provide constructive feedback to agents and support coaching sessions.
• Identify recurring errors and analyze root causes; work with leadership to improve performance.
• Track improvement after feedback and coaching sessions.
• Prepare daily, weekly, and monthly quality reports.
• Track KPIs such as Quality Score, Compliance, CSAT, and First Call Resolution.
• Maintain audit trackers, calibration records, and performance dashboards.
• Participate in internal and client quality calibration sessions.
• Recommend updates to quality checklists, SOPs, and evaluation parameters.
• Coordinate with Training to address knowledge gaps and refresher sessions.

Kenntnisse

Quality monitoring

Audit methodologies

Data analysis

MS Excel

Feedback

Coaching

Documentation

Process compliance

Ausbildung

Any graduate

Jobbeschreibung

Job Summary

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.

Responsibilities

• Quality Monitoring Audits - Monitor and evaluate inbound/outbound calls, emails, chats, and other customer interactions.
• Quality Monitoring Audits - Conduct quality audits based on defined quality parameters and client guidelines.
• Quality Monitoring Audits - Ensure adherence to scripts, SOPs, compliance requirements, and process standards.
• Quality Monitoring Audits - Identify errors, deviations, and opportunities for improvement.
• Quality Monitoring Audits - Maintain accurate quality evaluation records and audit reports.
• Feedback Performance Improvement - Provide constructive feedback to agents based on audit findings.
• Feedback Performance Improvement - Conduct feedback sessions and support corrective action plans.
• Feedback Performance Improvement - Identify recurring errors and analyze root causes.
• Feedback Performance Improvement - Work with Team Leaders and Operations Managers to improve individual and team performance.
• Feedback Performance Improvement - Track improvement after feedback and coaching sessions.
• Reporting Analysis - Prepare daily, weekly, and monthly quality reports.
• Reporting Analysis - Track key metrics such as Quality Score, Critical Errors, Compliance, Customer Satisfaction, and First Call Resolution.
• Reporting Analysis - Identify quality trends and share actionable insights with stakeholders.
• Reporting Analysis - Maintain audit trackers, calibration records, and performance dashboards.
• Process Compliance Calibration - Ensure compliance with client-specific requirements and internal policies.
• Process Compliance Calibration - Participate in internal and client quality calibration sessions.
• Process Compliance Calibration - Maintain consistency in evaluation standards across the team.
• Process Compliance Calibration - Support internal audits, client audits, and process improvement initiatives.
• Process Compliance Calibration - Recommend updates to quality checklists, SOPs, and evaluation parameters.
• Training Collaboration - Coordinate with the Training team to address knowledge and skill gaps.
• Training Collaboration - Support refresher training based on audit findings.
• Training Collaboration - Assist Operations in improving customer handling, communication, and process adherence.
• Training Collaboration - Support new-hire quality assessments during training and nesting.

Required Skills Competencies

• 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.

Qualifications

• 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.

The candidate will also prepare quality reports and work closely with Operations and Training teams to drive continuous improvement.