Quality Analyst

TP; Navi Mumbai; On-site; INR 420,000 - 660,000; Full time

Job summary

TP in Navi Mumbai is seeking a quality analyst to drive audits and process improvements across customer service operations.

The role focuses on upholding industry standards, developing robust QC processes, and collaborating with cross-functional teams to resolve issues and improve customer satisfaction. Strong analytical, communication, and training skills are essential. You will mentor junior staff, prepare detailed quality reports, and help implement data-driven strategies to boost performance.

Qualifications

• Proven experience in quality analysis and assurance in a BPO or call center.
• Strong understanding of quality management principles and methodologies.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to work in a fast-paced environment and prioritize tasks.
• Strong analytical and reporting abilities with attention to detail.
• Experience with quality management software is an asset.

Responsibilities

• Conduct thorough quality audits to ensure compliance with industry standards and company policies.
• Develop and implement effective quality control processes to enhance customer satisfaction.
• Collaborate with cross-functional teams to identify and resolve quality issues.
• Analyze data and trends to identify areas for improvement and optimize quality metrics.
• Provide training and coaching to team members on quality procedures and best practices.
• Ensure all quality-related activities align with the company's overall business objectives.

Skills

Quality analysis

Quality assurance

Quality management

Communication

Interpersonal skills

Problem solving

Analytical skills

Reporting

Tools

Quality management software

Job description

Roles and Responsibility

• Conduct thorough quality audits to ensure compliance with industry standards and company policies.
• Develop and implement effective quality control processes to enhance customer satisfaction.
• Collaborate with cross-functional teams to identify and resolve quality issues.
• Analyze data and trends to identify areas for improvement and optimize quality metrics.
• Provide training and coaching to team members on quality procedures and best practices.
• Ensure all quality-related activities align with the company's overall business objectives.

Job Requirements

• Proven experience in quality analysis and assurance, preferably in a BPO or call center environment.
• Strong understanding of quality management principles and methodologies.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to work effectively in a fast-paced environment and prioritize tasks.
• Strong analytical and reporting skills, with attention to detail and accuracy.
• Experience with quality management software and tools is an asset.