Quality Analyst | BPO | Noida

Digitide Solutions Limited; Sector 10; On-site; INR 450,000 - 700,000; Full time

Job summary

Digitide Solutions Limited in Noida is seeking a QA professional to audit interactions, coach agents, and align scoring standards across teams. You will produce daily, weekly, and monthly quality reports, monitor CSAT, FCR, and AHT, and ensure compliance with client guidelines and SOPs.

Graduation is required and strong communication skills are preferred. This full-time role is based in Noida Sec-58, offering exposure to a fast-growing QA function within a dynamic organization.

Qualifications

• Candidate must have overall 4 year of exp (out of which 2 yr as QA on paper).
• Graduation is must.
• Excellent communication skills preferred.

Responsibilities

• Monitor and evaluate a set quota of inbound calls, emails, or chat transcripts per agent based on quality scorecards.
• Provide constructive feedback to agents and create action plans for performance improvement.
• Align scoring standards with operations, team leaders, and training teams.
• Prepare daily, weekly, and monthly quality reports tracking CSAT, FCR and AHT.
• Ensure adherence to client guidelines, security regulations and SOPs.

Skills

Communication skills

QA experience

Education

Graduation

Job description

Role & responsibilities

• Interaction Auditing: Monitor and evaluate a set quota of inbound calls, emails, or chat transcripts per agent based on predefined quality scorecards.


• Agent Coaching: Provide constructive, one-on-one feedback to agents, identifying root causes for errors and creating action plans for performance enhancement.


• Calibration Sessions: Partner with operations, team leaders, and training teams to align on scoring standards and reduce evaluation discrepancies.


• Reporting & Analytics: Prepare daily, weekly, and monthly quality reports, tracking key metrics like CSAT, FCR (First Call Resolution), and AHT (Average Handling Time).


• Process Compliance: Ensure adherence to client guidelines, security regulations, and standard operating procedures (SOPs).

Preferred candidate profile

Candidate must have overall 4 year of exp (out of which 2 yr as QA on paper).

Graduation is must, Execellent communication skills are preffered.

Location:- Noida Sec -58

Intersted candidate can share their cv at [e-mail]

Thanks,