Quality Analyst- Customer Service

Truemeds; Mumbai; On-site; INR 500,000 - 700,000; Full time

Job summary

A leading healthcare services provider is seeking an experienced Quality Auditor in Mumbai. The role involves monitoring, evaluating, and improving quality performance through comprehensive audits and training. Essential skills include strong analytical abilities, proficiency in MS Excel, and effective communication for providing feedback. Ideal candidates should be team-oriented and capable of managing tight deadlines in a dynamic environment. This is a full-time position with a focus on customer service and quality assurance.

Qualifications

• Experience in BPO operations as a Quality Auditor.
• Strong command of audit frameworks and performance improvement methodologies.
• Ability to analyze performance metrics such as audit scores, FCR, and CSAT.

Responsibilities

• Monitor and evaluate calls to ensure consistent quality standards.
• Provide real-time feedback and coaching to agents.
• Analyze performance metrics and prepare quality reports.
• Conduct audits, adhering to SLAs and process standards.
• Participate in calibration sessions to align with quality standards.
• Document quality issues and suggest improvements.

Skills

Analytical skills

Data handling with MS Excel

Verbal communication

Written communication

Coaching ability

Time management

Job description

Quality Auditor

We are seeking an experienced Quality Auditor with a strong background in BPO operations. The candidate will be responsible for monitoring, evaluating, and improving quality performance through audits, coaching, training, and actionable insights. A strong command of audit frameworks and performance improvement methodologies is essential.

Job Responsibilities

• Monitor and evaluate inbound/outbound calls and customer interactions to ensure consistent quality standards
• Provide real‑time feedback and ongoing coaching to agents, highlighting critical and non‑critical errors
• Analyze performance metrics and trends—such as audit scores, FCR, CSAT—and prepare daily, weekly, and monthly quality reports
• Conduct random and scheduled audits, including compliance and BI checks, adhering to SLAs and process standards
• Participate in calibration sessions and ensure alignment with internal/external quality standards
• Document quality issues, root‑cause analysis, and suggested improvements using Excel and dashboards

Core Skills & Competencies

• Strong analytical and data‑handling skills, especially with MS Excel
• Excellent verbal and written communication to articulate feedback clearly and motivate agents
• Team‑oriented approach with ability to coach, collaborate, and influence across functions
• Time management and multitasking capability to monitor calls and manage reporting under tight deadlines

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Customer Service and Quality Assurance

Industries

Outsourcing and Offshoring Consulting