Quality Analyst - Domestic

TP; Vadodara; On-site; INR 350,000 - 550,000; Full time

Job summary

TP in Bengaluru is seeking a Quality Analyst to monitor and improve call quality and service standards. The role focuses on analyzing data, coaching teams, and developing robust quality control processes.

The ideal candidate will have 1–6 years of quality analysis experience, preferably in a customer service or BPO setting, with strong analytical, communication, and confidentiality skills.

Qualifications

• 1–6 years of QA experience, preferably in customer service or BPO.
• Strong analytical and problem-solving skills with attention to detail.
• Excellent communication and interpersonal skills.
• Experience with CRM software and other relevant tools.
• Ability to handle confidential information discreetly.

Responsibilities

• Monitor and evaluate call quality to ensure high standards.
• Develop and implement quality control processes to identify areas for improvement.
• Coach and provide feedback on performance.
• Analyze data and trends to identify improvements.
• Develop and maintain reports to track quality metrics and progress.
• Participate in training and development programs to enhance skills.

Skills

Analytical skills

Problem-solving

Communication

Interpersonal skills

Adaptability

Quality control knowledge

CRM software

Confidentiality

Tools

CRM software

Job description

We are looking for a highly skilled and experienced Quality Analyst to join our team in Bengaluru. The ideal candidate will have 1-6 years of experience in quality analysis, preferably in a customer service or BPO setting.

Roles and Responsibility

• Monitor and evaluate call quality to ensure high standards of customer service.
• Develop and implement effective quality control processes to identify areas for improvement.
• Collaborate with team members to provide coaching and feedback on performance.
• Analyze data and trends to identify process improvements and recommend changes.
• Develop and maintain reports to track quality metrics and progress.
• Participate in training and development programs to enhance skills and knowledge.

Job Requirements

• Strong analytical and problem-solving skills with attention to detail.
• Excellent communication and interpersonal skills, with the ability to work effectively in a team.
• Ability to adapt to changing priorities and deadlines in a fast-paced environment.
• Strong knowledge of quality control processes and procedures.
• Experience with CRM software and other relevant tools.
• Ability to maintain confidentiality and handle sensitive information with discretion.