Quality Analyst

Resultscx; Bengaluru; On-site; INR 400,000 - 600,000; Full time

Job summary

Resultscx in Bengaluru is seeking a detail-oriented Quality Assurance Analyst for our contact center. You will monitor live and recorded calls, provide feedback, and drive quality improvements to meet client standards.

The role requires 1-2 years in QA within a support/BPO environment, strong communication, and analytical skills, plus proficiency with QA tools, CRMs, and MS Office. Night shifts may be required to align with international clients.

Qualifications

• Graduate in any discipline.
• 1-2 years of experience as a Quality Analyst in a support process or BPO environment.
• Excellent verbal and written communication skills.
• Strong analytical skills with the ability to identify trends and recommend solutions.
• Proficiency in using quality monitoring tools, CRM platforms, and MS Office applications.
• Comfortable working fixed night shifts to align with international client requirements.

Responsibilities

• Monitor and evaluate live or recorded calls and non voice audits to ensure adherence to quality standards, scripts, and compliance protocols.
• Identify gaps in agent performance and provide actionable feedback to improve communication, problem-solving, and customer service skills.
• Conduct quality calibration sessions with team leaders, trainers, and operations to align on quality expectations.
• Prepare detailed reports and dashboards on agent performance, quality scores, and common issues.
• Collaborate with trainers and team leaders to design and implement corrective action plans for underperforming agents.
• Ensure compliance with client-specific guidelines, and company policies.
• Analyse call trends and customer feedback to identify training needs and process improvement opportunities.
• Assist in developing quality standards and guidelines to enhance service delivery and customer satisfaction.

Skills

Analytical skills

Communication skills

Customer service metrics

MS Office proficiency

Education

Graduate degree

Tools

Quality monitoring tools

CRM platforms

MS Office

Job description

UK Banking/Lending line of business experience required

We are looking for a detail-oriented and analytical Quality Assurance Analyst to join our contact center team. The Quality Assurance Analyst will be responsible for monitoring and evaluating the performance of agents to ensure they meet quality standards, compliance requirements, and client expectations. This role is ideal for candidates with experience in call center quality assurance processes and a keen eye for detail.

In this role you will:

• Monitor and evaluate live or recorded calls and non voice audits to ensure adherence to quality standards, scripts, and compliance protocols.
• Identify gaps in agent performance and provide actionable feedback to improve communication, problem-solving, and customer service skills.
• Conduct quality calibration sessions with team leaders, trainers, and operations to align on quality expectations.
• Prepare detailed reports and dashboards on agent performance, quality scores, and common issues.
• Collaborate with trainers and team leaders to design and implement corrective action plans for underperforming agents.
• Ensure compliance with client-specific guidelines, and company policies.
• Analyse call trends and customer feedback to identify training needs and process improvement opportunities.
• Assist in developing quality standards and guidelines to enhance service delivery and customer satisfaction.

We are looking for someone who has:

Education:

Graduate in any discipline.

Experience:

• 1-2 years of experience as a Quality Analyst in a support process or BPO environment.
• Strong understanding of customer service metrics.
• Excellent verbal and written communication skills.
• Strong analytical skills with the ability to identify trends and recommend solutions.
• Proficiency in using quality monitoring tools, CRM platforms, and MS Office applications.
• Comfortable working fixed night shifts to align with international client requirements.