Quality Analyst - Domestic (Bangalore electronic city)

TP; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

TP is seeking a quality assurance professional to monitor customer interactions across calls, chat, and email, and to drive improvements through audits and coaching. The role emphasizes adherence to SOPs, evidence-based feedback, and ongoing process enhancement.

The successful candidate will analyze CSAT/NPS trends, support calibration, and generate actionable reports to improve service quality.

Qualifications

• Excellent communication and active listening abilities.
• Strong analytical and problem-solving skills to identify quality issues.
• Knowledge of 7 quality tools (e.g., scorecards, QA forms, basic frameworks).
• Ability to multitask, prioritize, and work in a fast-paced environment.
• Attention to detail and strong documentation skills.

Responsibilities

• Monitor and evaluate inbound/outbound calls, chat, and email interactions using scorecards.
• Assess communication quality, process adherence, accuracy, and customer handling.
• Provide timely, constructive feedback to agents and coach with team leaders.
• Handle customer inquiries and ensure professional issue resolution when required.
• Conduct quality audits, track deviations, and ensure SOP/regulatory compliance.
• Generate MIS reports (CSAT, NPS, audit findings, and error trends).
• Analyze errors to identify training needs and process gaps.
• Participate in calibration sessions to maintain evaluation consistency.
• Recommend process improvements, SOP updates, and guidelines.
• Provide active feedback and generate audit reports to improve performance.
• 3 Sources

Skills

Excellent communication

Analytical & problem solving

Multitasking

Attention to detail

Documentation skills

Tools

Scorecards

QA forms

Quality frameworks

Job description

Role & responsibilities

• Monitor and evaluate inbound/outbound calls, chat, and email interactions using standard scorecards.
• Assess communication quality, process adherence, accuracy, and customer handling skills.
• Provide timely, constructive feedback to agents and collaborate with team leaders for coaching.
• Handle customer inquiries and ensure professional issue resolution when required.
• Conduct quality audits, track deviations, and ensure compliance with internal SOPs and regulatory guidelines.
• Generate daily/weekly/monthly MIS reports, including CSAT, NPS, audit findings, and error trends.
• Analyze errors to identify training needs and process gaps.
• Participate in calibration sessions to maintain evaluation consistency across teams.
• Recommend process improvements, SOP updates, and customer-handling guidelines.
• Provide active feedback to agents and generate audit reports to improve performance and adherence to standards.
• 3 Sources

Required Skills & Competencies

• Excellent communication skills and active listening ability.
• Strong analytical and problemsolving skills to identify quality issues and risks.
• Knowledge of 7 quality tools (e.g., scorecards, QA forms, basic quality frameworks)

• Ability to multitask, prioritize, and work in a fastpaced environment.
• Attention to detail and strong documentation skills

Preferred candidate profile

Immediate joiners Only

Excellent communication