Quality Analyst

r3 Consultant; Mumbai; On-site; INR 500,000 - 800,000; Full time

Benefits offered by this job

Dynamic working environment

Exposure to high-level quality processes

Job summary

A growing consultancy firm in Mumbai is seeking a Quality Analyst to monitor and improve service quality. Candidates should have 2-5 years of experience in Quality Analysis, with strong analytical skills and proficiency in KPIs, quality tools, and reporting systems. This role offers an opportunity to work in a dynamic environment, focusing on continuous improvement and effective feedback delivery. Candidates will collaborate closely with teams to enhance quality assurance processes.

Qualifications

• 2-5 years of experience in Quality Analysis within BPO or Customer Service.
• Strong understanding of KPIs and KRAs related to Quality Assurance.
• Hands-on experience with 7 QC Tools and statistical analysis.

Responsibilities

• Conduct audits of customer interactions to ensure compliance.
• Monitor KPIs such as Quality Score and CSAT.
• Utilize QC Tools to analyze quality trends.
• Generate reports on quality performance for stakeholders.

Skills

Quality Monitoring

Process Improvement

KPI Management

7 QC Tools

Analytical Skills

Communication

Tools

CRM tools

Excel

Quality Monitoring Systems

Reporting Dashboards

Job description

Job Title

Quality Analyst

Location

Malad Mindspace, Mumbai

Experience

Minimum 2-5 years in Quality Assurance (BPO, Customer Service, or related fields)

Employment Type

Full-Time

Job Summary

We are looking for a Quality Analyst with expertise in monitoring, evaluating, and improving service quality. The ideal candidate should be well-versed with KPIs, KRAs, and 7 QC tools to drive continuous improvement in process and customer interactions.

Key Responsibilities

• Quality Monitoring & Evaluation
  • Conduct audits of customer interactions (calls, chats, and emails) to ensure compliance with process guidelines.
  • Evaluate agent performance based on key quality parameters.
• Process Improvement & Compliance
  • Identify process gaps and provide recommendations for enhancement.
  • Ensure adherence to company policies, regulatory guidelines, and best practices.
• KPI & KRA Management
  • Monitor key performance indicators (KPIs) such as Quality Score, Accuracy %, CSAT, First Call Resolution (FCR), and Error Rate.
  • Align quality metrics with KRAs to improve overall efficiency.
• 7 QC Tools Application
  • Utilize Fishbone Diagrams, Pareto Analysis, Control Charts, Check Sheets, Histograms, Scatter Diagrams, and Flowcharts to analyze quality trends.
  • Conduct root cause analysis (RCA) to address recurring quality issues.
• Training & Feedback
  • Provide actionable feedback to agents and teams.
  • Work closely with the training department to design targeted coaching programs.
• Reporting & Insights
  • Generate reports on quality performance and present insights to stakeholders.
  • Use data-driven approaches to recommend process improvements.

Required Skills & Qualifications

• Experience: 2-5 years in Quality Analysis within a BPO, Customer Service, or similar domain.
• Technical Knowledge
  • Strong understanding of KPIs and KRAs related to Quality Assurance.
  • Hands-on experience with 7 QC Tools and statistical analysis for quality improvement.
• Soft Skills
  • Excellent analytical and problem-solving skills.
  • Strong communication and feedback delivery abilities.
• Tools & Technology
  • Proficiency in Quality Monitoring Systems, CRM tools, Excel, and Reporting Dashboards.

Why Join Us?

• Opportunity to work with a fast-growing organization in a process improvement role.
• Work in a dynamic and collaborative environment with exposure to high-level quality processes.