Quality Analyst

Datamark Bpo Service; Zone 7 Ambattur; On-site; INR 450,000 - 650,000; Full time

Job summary

Datamark Bpo Service is seeking a detail-oriented Quality Analyst to ensure process excellence and quality compliance across operations. The role emphasizes data-driven insights, quality monitoring, and continuous improvement within a BPO environment.

The ideal candidate will have 2.5–6 years experience with at least 1 year in QA, strong MS Excel skills, and familiarity with Six Sigma tools. You will train and coach teams, lead calibration sessions, and drive quality initiatives.

Qualifications

• Must have 2.5 to 6 years total experience with at least 1 year as a Quality Analyst
• Proficient in MS Excel for reporting, data analysis, dashboards and performance tracking
• Exposure to Six Sigma methodologies is an advantage
• Hands-on quality monitoring, audits, feedback delivery and process improvement
• Ability to train, coach and mentor teams on quality improvement initiatives

Responsibilities

• Monitor and evaluate team performance through regular quality audits and process reviews.
• Conduct calibration sessions with internal stakeholders and clients to ensure consistent quality standards.
• Prepare and maintain quality reports, dashboards, scorecards, and performance analysis reports.
• Analyze quality trends and identify process gaps, improvement opportunities, and corrective actions.
• Deliver constructive feedback to operations teams and support performance improvement initiatives.
• Facilitate refresher trainings, coaching sessions, and quality awareness programs.
• Participate in client calibration calls and quality review meetings.
• Ensure adherence to process guidelines, quality parameters, and organizational standards.
• Perform root cause analysis and recommend preventive and corrective actions.
• Support leadership with quality insights, performance metrics, and actionable recommendations.
• Drive continuous improvement initiatives using quality management methodologies and tools.
• Collaborate with Operations, Training, and Team Leaders to improve overall service quality.

Skills

Quality Analysis

Quality Audits

Calibration Calls

Client Handling

Quality Reporting

Advanced MS Excel

Root Cause Analysis

7 QC Tools

Six Sigma

Pareto Analysis

Fishbone Diagram

Process Improvement

Training & Coaching

Performance Analysis

Stakeholder Management

Education

Graduate

Job description

Job Description:

We are looking for a detail-oriented and analytical Quality Analyst (QA) to ensure process excellence, quality compliance, and continuous improvement across operations. The ideal candidate should have strong quality monitoring experience, excellent analytical skills, expertise in reporting, and the ability to drive quality initiatives through data-driven insights.

Key Responsibilities

• Monitor and evaluate team performance through regular quality audits and process reviews.
• Conduct calibration sessions with internal stakeholders and clients to ensure consistent quality standards.
• Prepare and maintain quality reports, dashboards, scorecards, and performance analysis reports.
• Analyze quality trends and identify process gaps, improvement opportunities, and corrective actions.
• Deliver constructive feedback to operations teams and support performance improvement initiatives.
• Facilitate refresher trainings, coaching sessions, and quality awareness programs.
• Participate in client calibration calls and quality review meetings.
• Ensure adherence to process guidelines, quality parameters, and organizational standards.
• Perform root cause analysis and recommend preventive and corrective actions.
• Support leadership with quality insights, performance metrics, and actionable recommendations.
• Drive continuous improvement initiatives using quality management methodologies and tools.
• Collaborate with Operations, Training, and Team Leaders to improve overall service quality.

Preferred Candidate Profile

• Graduate in any discipline.
• Overall experience of 2.5 to 6 years, with a minimum of 1 year of experience as a Quality Analyst (supporting documents mandatory).
• Strong proficiency in MS Excel, including reporting, data analysis, dashboards, formulas, and performance tracking.
• Hands‑on experience in quality monitoring, audits, feedback delivery, and process improvement.
• Good knowledge of 7 QC Tools is highly preferred.
• Exposure to Six Sigma methodologies will be an added advantage.
• Experience in using quality analysis techniques such as:
  • Pareto Analysis
  • Fishbone (Ishikawa) Diagram
  • Root Cause Analysis (RCA)
  • Cause-and-Effect Analysis
  • Check Sheets
  • Control Charts
  • Histograms
• Ability to conduct calibration sessions and client quality discussions confidently.
• Strong analytical, problem‑solving, and decision‑making skills.
• Excellent communication and presentation skills.
• Experience in BPO, Customer Service, Back Office Operations, or Shared Services environments is preferred.
• Ability to train, coach, and mentor teams on quality improvement initiatives.

Key Skills

• Quality Analysis
• Quality Audits
• Calibration Calls
• Client Handling
• Quality Reporting
• Advanced MS Excel
• Root Cause Analysis (RCA)
• 7 QC Tools
• Six Sigma
• Pareto Analysis
• Fishbone Diagram
• Process Improvement
• Training & Coaching
• Performance Analysis
• Stakeholder Management