Quality Analyst

Epicenter; Mumbai; Híbrido; INR 300.000 - 600.000; Jornada completa

Descripción de la vacante

Epicenter is seeking a Quality Analyst to maintain call quality and ensure compliant sales processes. The role is based in Bhayander West with a 9:00–20:00 timing and nine-hour shifts, including rotational weekends off.

You will monitor interactions, provide constructive feedback, and collaborate with Training and Operations to raise customer experience standards. Responsibilities include analyzing trends, preparing quality reports, and suggesting training needs based on data while ensuring

Formación

• Strong communication and interpersonal skills.
• Good analytical and observation skills.
• Familiarity with quality monitoring tools and CRM software.
• Understanding of customer service processes and BPO industry standards.

Responsabilidades

• Monitor and review interactions (calls, emails, chats).
• Score and assess quality based on criteria such as script adherence and compliance.
• Identify gaps and areas for agent improvement.

Conocimientos

Communication

Analytical thinking

Observation skills

Feedback delivery

Deadline management

Data reporting

Educación

HSC or Graduate

Herramientas

CRM software

Quality monitoring tools

Descripción del empleo

About the job

The Quality Analyst is responsible for maintaining call quality and ensuring sales are completed in accordance with process compliance.

Location/Hours

Bhayander West

Timing: 9 am - 8pm, any nine-hour shift with a rotational weekend off.

Job responsibilities/expectations

Monitoring and Evaluation:

• Listen to or review recorded customer interactions (calls, emails, chats).
• Score and assess the quality of these interactions based on predefined criteria (script adherence, tone, resolution effectiveness, compliance, etc.).
• Identify errors, gaps, or areas where agents can improve.

Feedback and Coaching:

• Provide constructive feedback to customer representatives or agents.
• Conduct one-on-one coaching sessions or group training to enhance agent skills.
• Work closely with team leaders and managers to communicate quality findings and improvement plans.

Reporting and Analysis:

• Prepare detailed quality reports and performance dashboards.
• Analyze trends, common issues, and root causes of customer dissatisfaction.
• Suggest process improvements or training needs based on data.

Compliance and Standards:

• Ensure that customer interactions comply with company policies, legal guidelines, and industry regulations.

Collaboration:

• Work with other departments like Training, Operations to improve overall customer experience.
• Participate in audits and assist in implementing corrective actions.

Skills:

• Strong communication and interpersonal skills.
• Good analytical and observation skills.
• Familiarity with quality monitoring tools and CRM software.
• Understanding of customer service processes and BPO industry standards.
• Ability to provide clear, constructive feedback.
• Attention to detail and ability to work under deadlines.
• Experience with data reporting and performance metrics.

Activities to be conducted

• Timely manner, conduct calibration, internal & external
• Conduct Dip checks regularly
• Conduct Quality induction for NHT batches
• Preparing RCA

Minimum qualifications

• HSC or Graduate