Quality Analyst

Sterling Customer Experience; Thane; On-site; INR 350,000 - 550,000; Full time

Job summary

Sterling Customer Experience in Thane, Maharashtra is seeking a detail-oriented Quality Analyst to monitor and evaluate customer service interactions in a BPO setting.

You will ensure agents deliver high-quality service aligned with standards, provide actionable feedback, and collaborate with Training and Operations to drive improvement.

Candidates should have strong listening, analytical and communication skills, with experience in QA tools and CRM systems.

Qualifications

• Experience as a Quality Analyst in a BPO or call center.
• Strong analytical and communication skills.
• Familiarity with QA metrics and KPIs (CSAT, NPS, AHT).

Responsibilities

• Monitor and evaluate inbound customer interactions (calls, chats, emails) to assess agent performance.
• Ensure adherence to company policies, quality standards, and compliance guidelines.
• Identify gaps in communication, process adherence, product knowledge, and customer handling.
• Provide actionable feedback to team leaders and agents to improve performance.
• Work closely with Training and Operations to address recurring issues and develop improvement plans.
• Participate in calibration sessions to align QA standards across the floor.
• Analyze QA data and prepare daily/weekly/monthly quality reports.
• Assist in developing quality monitoring formats and scorecards.
• Track and report CSAT-related quality issues and trends.
• Identify and suggest process improvement opportunities to enhance the customer experience.
• Ensure continuous improvement by conducting RCA for low quality scores.

Skills

Analytical thinking

Attention to detail

Excellent listening and communication

Education

Bachelor's degree or equivalent

Tools

QA tools

CRM systems

MS Office (Excel/PowerPoint/Word)

Job description

We are looking for a detail-oriented and analytical Quality Analyst to monitor and evaluate customer service interactions in a BPO setting. The QA will ensure agents deliver consistent, high-quality service aligned with business standards and customer expectations. The ideal candidate should be passionate about quality, process improvement, and customer experience.

Key Responsibilities:

• * Monitor and evaluate inbound customer interactions (calls, chats, emails) to assess agent performance.
• * Ensure adherence to company policies, quality standards, and compliance guidelines.
• * Identify gaps in communication, process adherence, product knowledge, and customer handling.
• * Provide actionable feedback to team leaders and agents to improve performance.
• * Work closely with the Training and Operations teams to address recurring issues and develop improvement plans.
• * Participate in calibration sessions to align QA standards across the floor.
• * Analyze QA data and prepare daily/weekly/monthly quality reports.
• * Assist in developing quality monitoring formats and scorecards.
• * Track and report CSAT-related quality issues and trends.
• * Identify and suggest process improvement opportunities to enhance the customer experience.
• * Ensure continuous improvement by conducting root cause analysis (RCA) for low quality scores.

Key Performance Indicators (KPIs):

• * Quality Score (%)
• * Number of Evaluations Completed
• * Accuracy of Evaluations
• * Agent Improvement Post-Feedback
• * CSAT and NPS (Net Promoter Score) Trend Analysis
• * Calibration Scores
• * Error Rate/Defect Rate

Requirements:

• * Proven experience as a Quality Analyst in a BPO or call center environment.
• * Excellent listening, analytical, and communication skills.
• * Strong understanding of customer service KPIs (CSAT, AHT, FCR).
• * Knowledge of QA tools and CRM systems.
• * Ability to give constructive feedback and drive performance improvement.
• * Proficient in MS Office (Excel, PowerPoint, Word).
• * Flexible to work in shifts and meet tight deadlines.

Preferred Qualifications:

• * Bachelor's degree or equivalent.
• * Exposure to international voice processes.
• * Experience with quality frameworks (e.g., COPC, Six Sigma) is a plus.