Quality Analyst

Atria Convergence Technologies (ACT); Hyderabad; On-site; INR 350,000 - 500,000; Full time

Job summary

ACT Fibernet (Atria Convergence Technologies) in Hyderabad is seeking a Quality Analyst to audit daily transactions across calls, chats, and ticketing, ensuring technical resolution and SOP adherence.

The role includes coaching customer care staff, driving CSAT and FCR improvements, and performing RCA on recurring issues, plus leading calibration to standardize scoring and keep knowledge bases current.

Qualifications

• Bachelor's degree in any stream.
• 2-4 years total experience in Customer Care / Contact Center operations.
• 1-2 years as a Quality Analyst in Telecom, ISP, or Tech BPO domains.

Responsibilities

• Audit Transactions: Daily auditing of calls, chats, and ticketing workflow entries for technical resolution, communication quality, and SOP compliance.
• Coaching & Feedback: Provide 1-on-1 feedback to customer care representatives, highlight performance gaps, and suggest refresher training needs.
• Drive CSAT & FCR: Monitor and help improve CSAT and FCR metrics.
• Root Cause Analysis: Perform deep-dive RCA on repeated customer complaints, escalating process fallouts to operational leadership.
• Calibration & Process Updates: Lead calibration sessions with Team Leads to maintain uniform scoring standards and update troubleshooting scripts/knowledge bases.

Education

Bachelor's degree in any stream

Job description

Job Description

Designation: Quality Analyst

Company: ACT Fibernet (Atria Convergence Technologies)

Department: Customer Support

Role Type: Full-time, Permanent

Location: Hyderabad

About Atria Convergence Technologies Ltd

ACT (Atria Convergence Technologies Ltd.) was born out of a vision to become the most admired in home entertainment, education, and interactive services provider in India. Today, we are closer than ever to realizing it. Based in Bangalore, we serve a number of cities and towns in Karnataka, Andhra Pradesh, Telangana, Tamil Nadu, Delhi, Rajasthan, Uttar Pradesh and Gujarat. We are one of the countrys most renowned cable and broadband company, bringing state-of the art services to more than 3 million happy homes (Fibernet, Digital TV, HDTV). We offer broadband on optic fiber and our Fiber-To-The Home technology can carry vast amount of information at speeds up to 1 Gbps. We are one of the leading ISPs in the wired broadband category, and the largest non-telco ISP in the country.

Roles & Responsibilities

• Audit Transactions: Daily auditing of calls, chats, and ticketing workflow entries for technical resolution, communication quality, and SOP compliance.
• Coaching & Feedback: Provide 1-on-1 feedback to customer care representatives, highlight performance gaps, and suggest refresher training needs.
• Drive CSAT & FCR: Monitor and help improve key operational metrics like First Contact Resolution (FCR), Mean Time to Resolve (MTTR), CSAT, and NPS.
• Root Cause Analysis: Perform deep-dive RCA on repeated customer complaints, escalating process fallouts to operational leadership.
• Calibration & Process Updates: Lead calibration sessions with Team Leads to maintain uniform scoring standards and recommend updates to troubleshooting scripts/knowledge bases.

Qualifications & Experience

• Bachelors degree in any stream
• 2-4 years total experience in Customer Care / Contact Center operations.
• 1-2 years as a Quality Analyst in Telecom, ISP, or Tech BPO domains.