Quality Analyst - ERS

Bridgestone Americas; Bengaluru; On-site; INR 500,000 - 900,000; Full time

Job summary

Bridgestone Americas in Bengaluru seeks a quality assurance professional to oversee call evaluation and ongoing quality monitoring across channels. You will drive insights from evaluations, supporting process improvements and coaching initiatives.

The role focuses on capturing root causes, delivering actionable feedback, and maintaining audit-ready documentation to sustain high service quality and customer satisfaction.

Responsibilities

• Call evaluation and quality monitoring across channels.
• Regularly monitor inbound/outbound calls and webform events to ensure adherence to quality standards.
• Assess calls/events using quality scorecards and metrics to identify performance gaps.
• Highlight areas of improvement and recognize exemplary agent performance.
• Perform trend analysis to monitor month-on-month performance and generate actionable insights.
• Prepare detailed reports and dashboards for management to support root-cause analysis.
• Provide recommendations to enhance agent performance and operational efficiency.
• Deliver timely, constructive feedback to agents and collaborate with trainers for coaching.
• Ensure agents follow established processes, SOPs and quality standards.
• Identify deviations and propose corrective actions to maintain process integrity.
• Collaborate with operations teams to implement quality improvements.
• Maintain comprehensive records of evaluations, reports and interventions.
• Monitor escalations through audits and deliver preventive actions like mock calls and live audits.

Job description

Responsibilities

• Call Evaluation & Quality Monitoring
• Conduct regular monitoring of inbound and outbound calls/events (Phone/webforms) to ensure adherence to quality standards.
• Assess calls/events using quality scorecards and metrics to identify performance gaps.
• Highlight areas of improvement and recognize exemplary agent performance.
• Performance Analysis & Insights
• Evaluate agent defects across all quality parameters and assess month-on-month trends to monitor and drive performance improvement and generate actionable insights.
• Prepare detailed reports and dashboards for management and stakeholders to support comprehensive evaluation of root causes and identified process deviations.
• Provide recommendations to enhance agent performance and operational efficiency.
• Feedback & Coaching Support
• Deliver timely, constructive feedback to agents based on evaluation findings.
• Collaborate with trainers and team leads to address skill gaps and performance issues.
• Support the development of personalized coaching and improvement plans.
• Process Adherence & Compliance
• Ensure agents consistently follow established process guidelines, standard operating procedures, and quality standards.
• Identify deviations and recommend corrective actions to maintain process integrity.
• Cross-Functional Collaboration
• Communicate quality findings, trends, and recommendations to operations teams.
• Partner with operations teams to implement quality improvement measures effectively.
• Audit Readiness & Documentation
• Maintain comprehensive records of quality evaluations, reports, and quality interventions.
• Proactively monitor scenarios contributing to existing escalations through audits and implement comprehensive preventive measures, including structured feedback sessions, mock calls, and live audits, to prevent future escalations and mitigate potential business impact while ensuring strict adherence to quality assurance standards.