Quality Analyst

Global Services; Mumbai; On-site; INR 450,000 - 750,000; Full time

Job summary

Global Services in Mumbai seeks a dedicated Quality Analyst to join our inbound customer service operations. You will monitor calls, evaluate quality, and ensure compliance with company standards.

You will conduct audits, provide actionable feedback, and collaborate with training to identify improvements and develop materials. You will analyze quality data and prepare reports for management to drive customer service excellence.

Qualifications

• Strong understanding of quality assurance processes and methodologies.
• Excellent analytical and problem-solving skills.
• Ability to communicate effectively and provide constructive feedback.
• Familiarity with call monitoring tools and quality assessment frameworks.
• Experience in a BPO environment is a plus.

Responsibilities

• Monitor inbound calls to assess quality and compliance with company standards.
• Conduct regular call audits and provide detailed feedback to team members.
• Collaborate with the training department to identify areas for improvement and assist in developing training materials.
• Analyze call quality data and prepare reports to present findings to management.
• Work closely with customer service teams to ensure adherence to quality standards and improve overall customer satisfaction.
• Participate in team meetings to discuss quality metrics and strategies for improvement.

Skills

Quality assurance

Analytical skills

Feedback delivery

Call monitoring tools

QA frameworks

BPO experience

Job description

We are seeking a dedicated Quality Analyst to join our team in the Mumbai region of Maharashtra. The ideal candidate will be responsible for ensuring the highest quality of service in our inbound customer service operations. As a Quality Analyst, you will play a crucial role in monitoring and evaluating call quality, conducting call audits, and providing feedback to enhance the performance of our customer service representatives.

Key Responsibilities:

• - Monitor inbound calls to assess quality and compliance with company standards.
• - Conduct regular call audits and provide detailed feedback to team members.
• - Collaborate with the training department to identify areas for improvement and assist in developing training materials.
• - Analyze call quality data and prepare reports to present findings to management.
• - Work closely with customer service teams to ensure adherence to quality standards and improve overall customer satisfaction.
• - Participate in team meetings to discuss quality metrics and strategies for improvement.

Required Skills:

• - Strong understanding of quality assurance processes and methodologies.
• - Excellent analytical and problem-solving skills.
• - Ability to communicate effectively and provide constructive feedback.
• - Familiarity with call monitoring tools and quality assessment frameworks.
• - Experience in a BPO environment is a plus.

If you are passionate about quality assurance and have a keen eye for detail, we encourage you to apply for this exciting opportunity to contribute to our customer service excellence.