Quality Analyst (BPO)

TP; Bengaluru; On-site; INR 500,000 - 550,000; Full time

Job summary

Teleperformance Bangalore invites applications for Quality Analyst (QA) roles with immediate joining. The position requires a Graduate with 1+ year QA experience, focusing on QA processes, call monitoring, and reporting.

You will work with operations to improve service quality, generate quality reports and dashboards, and drive continuous improvement. The role features a salary range of 5.0 LPA to 5.5 LPA and is located in Bangalore, with immediate joining preferred.

Qualifications

• 1-5 years of experience in a BPO/Call Center environment with a focus on Quality Assurance.
• Minimum 1 year of on-paper QA experience is mandatory.
• Strong understanding of QA processes, call monitoring, calibration, and reporting.
• Experience in RCA, trend analysis, CSAT analysis, and implementing corrective actions.
• Good analytical, communication, and stakeholder management skills.

Responsibilities

• Conduct call audits to ensure quality standards are met.
• Perform RCA to identify quality gaps and implement corrective actions.
• Utilize quality tools such as 7QC, CSAT, Pareto Charts, and Fishbone Diagrams for monitoring and improvement.
• Collaborate with operations teams to resolve customer complaints and enhance service quality.
• Prepare and maintain quality reports, dashboards, and performance insights.
• Conduct call calibrations and support continuous improvement initiatives.

Skills

Quality Assurance

Call audits

Root Cause Analysis

Quality reporting

Stakeholder management

Education

Graduate

Tools

7QC

CSAT

Pareto charts

Fishbone diagrams

Dashboards

Job description

Subject: QA Openings | Teleperformance Bangalore |

Hi,

Immediate Joiners

We are hiring for Quality Analyst (QA) positions with Teleperformance, Bangalore.

Job Details

• Role: Quality Analyst (QA)


• Location: Bangalore


• Qualification: Graduate


• Experience: Minimum 1 year of on-paper QA experience


• Industry: BPO / Customer Support


• Salary: 5.0 LPA to 5.5 LPA

• Joining: Immediate Joiners Preferred

Roles & Responsibilities

• Conduct call audits to ensure quality standards are met.


• Perform Root Cause Analysis (RCA) to identify quality gaps and implement corrective actions.


• Utilize quality tools such as 7QC, CSAT, Pareto Charts, and Fishbone Diagrams for monitoring and improvement.


• Collaborate with operations teams to resolve customer complaints and enhance service quality.


• Prepare and maintain quality reports, dashboards, and performance insights.


• Conduct call calibrations and support continuous improvement initiatives.

Desired Candidate Profile

• 1-5 years of experience in a BPO/Call Center environment with a focus on Quality Assurance.


• Minimum 1 year of on-paper QA experience is mandatory.


• Strong understanding of QA processes, call monitoring, calibration, and reporting.


• Experience in conducting RCA, trend analysis, CSAT analysis, and implementing corrective actions.


• Good analytical, communication, and stakeholder management skills.


• Customer support process experience is preferred.