Quality Analyst

Niftel Communications; Gurugram District; On-site; INR 324,979 - 389,260; Full time

Benefits offered by this job

Career Growth Opportunities

Stable Work-from-Office Environment

Exposure to Diverse BPO Processes

Job summary

Niftel Communications is looking for a Quality Analyst (QA) to oversee its BPO operations in Gurugram. The ideal candidate will manage quality monitoring, process improvements, and stakeholder relations. Candidates must bring over 12 years of BPO experience and possess excellent communication skills.

This role offers up to ₹32,000 in-hand salary, a stable work-from-office environment, and numerous career growth opportunities.

Qualifications

• Minimum 12 years of experience as a Quality Analyst in a BPO.
• Excellent verbal and written communication skills.
• Strong understanding of QA tools, quality frameworks, and audit methodologies.
• Good analytical and reporting skills.

Responsibilities

• Monitor and evaluate customer interactions as per quality standards.
• Conduct regular audits and provide feedback to agents.
• Participate in calibrations to ensure scoring alignment.
• Identify process gaps and recommend improvements.
• Prepare quality reports and performance insights.
• Conduct refresher sessions based on audit findings.
• Track agent performance and support improvement plans.
• Ensure compliance with client requirements.

Skills

Quality Monitoring

Process Improvement

Communication Skills

Stakeholder Management

Analytical Skills

Job description

Location: Gurgaon (Work from Office)

Salary: Up to 32,000 In-Hand

Joining: Early Joiners Preferred

Job Summary

We are hiring a Quality Analyst (QA) for our BPO operations. The ideal candidate should have hands-on experience in quality monitoring, process improvement, calibration, and stakeholder management. Candidates must possess excellent communication skills and a strong understanding of QA KPIs and KRAs within the BPO industry.

Key Responsibilities

• Monitor and evaluate customer interactions (calls, chats, emails) as per quality standards.
• Conduct regular audits and provide constructive feedback to agents and Team Leaders.
• Participate in internal and client calibrations to ensure scoring alignment.
• Identify process gaps and recommend improvement opportunities.
• Prepare and share quality reports, dashboards, and performance insights.
• Conduct refresher sessions and quality interventions based on audit findings.
• Track agent performance and support improvement plans.
• Ensure compliance with client requirements, SOPs, and quality frameworks.

Key KPIs

• Quality Score Achievement
• Calibration Variance
• Audit Coverage
• Error Identification & Reporting Accuracy
• Compliance Adherence
• Agent Improvement Percentage
• Customer Experience (CX) Impact
• Process Improvement Initiatives

Key KRAs

• Quality Monitoring & Evaluation
• Calibration Management
• Feedback & Coaching Effectiveness
• Reporting & Analytics
• Process Compliance
• Continuous Improvement & Quality Enhancement
• Stakeholder Management

Eligibility Criteria

• Minimum 12 years of experience as a Quality Analyst in a BPO.
• Excellent verbal and written communication skills.
• Strong understanding of QA tools, quality frameworks, and audit methodologies.
• Good analytical and reporting skills.

What We Offer

• Salary up to 32,000 In-Hand
• Stable Work-from-Office Environment
• Career Growth Opportunities
• Exposure to Diverse BPO Processes