Quality Analyst

Job Way Recruitment Mumbai; Navi Mumbai; On-site; INR 450,000 - 550,000; Full time

Job summary

International BPO in Navi Mumbai (Airoli) is seeking a Quality Analyst to join its operations. The candidate will monitor calls/chats and drive quality standards with strong analytical skills.

Ideal candidates have 1 year of QA experience in an International BPO, with an on-paper QA designation, and excellent English communication. Must be comfortable with a 24/7 rotational shift; immediate joiners preferred.

Qualifications

• Minimum 1 year of experience as a QA in an International BPO.
• On-paper designation as QA is mandatory.
• Excellent verbal and written English communication.

Responsibilities

• Monitor transaction calls/chats to evaluate agent performance against quality standards.
• Conduct feedback sessions, coaching, and root-cause analysis (RCA) to improve team performance.
• Participate in calibration sessions and prepare daily/weekly quality reports.

Skills

Quality Assurance

Call Monitoring

Analytics

Quality Metrics

Job description

Job Title: Quality Analyst

Company: International BPO

Location: Airoli, Navi Mumbai.

Experience: 1 - 4 Years

Salary: Up to 5.0 LPA (20% - 25% hike on current CTC)

Job Description

We are hiring an experienced Quality Analyst for our International BPO process. The ideal candidate must possess strong analytical skills and a proven track record of driving quality standards.

Key Requirements:

• Experience: Minimum 1 year of experience as a Quality Analyst in an International BPO (On-paper designation as QA is mandatory).
• Communication: Excellent verbal and written English communication skills.
• Flexibility: Must be comfortable working in a 24/7 rotational shift environment.
• Notice Period: Immediate Joiners preferred (Max 15 days notice).

Responsibilities:

• Monitor transaction calls/chats to evaluate agent performance against quality standards.
• Conduct feedback sessions, coaching, and root-cause analysis (RCA) to improve team performance.
• Participate in calibration sessions and prepare daily/weekly quality reports.