Quality Assurance Analyst

TP; Hyderabad; On-site; INR 600,000 - 650,000; Full time

Benefits offered by this job

Dynamic work environment

Learning and development programs

Job summary

TP in Hyderabad is seeking a detail-oriented Quality Analyst to monitor, evaluate, and improve customer interactions across voice, chat, and email channels. You will conduct audits, provide coaching, and generate quality reports in a fast-paced BPO environment.

Ideal candidates have strong knowledge of quality frameworks, KPIs, and customer service metrics, with excellent analytical and communication skills. Immediate joiners are preferred and shifts are rotational.

Qualifications

• Experience as a Quality Analyst in a Customer Support/BPO environment.
• Strong understanding of quality frameworks, KPIs, and customer service metrics.
• Excellent analytical, communication, and feedback-sharing skills.

Responsibilities

• Conduct quality audits of customer interactions across voice, chat, and email channels.
• Evaluate agent performance against defined quality parameters and compliance standards.
• Provide constructive feedback and coaching recommendations to improve performance.
• Prepare quality reports, scorecards, and trend analysis.
• Identify recurring customer issues and recommend process improvements.
• Collaborate with Operations, Training, and Team Leaders to drive quality initiatives.
• Ensure adherence to company policies, quality standards, and customer experience guidelines.
• Participate in calibration sessions to maintain scoring accuracy and consistency.

Skills

Quality Auditing

Call Monitoring & Evaluation

Performance Improvement

Customer Experience Management

Reporting & MIS

Process Improvement

Stakeholder Management

Salary/Remuneration handling

Tools

MS Excel

Reporting Tools

Job description

Job Description – Quality Analyst (Customer Support)

Position: Quality Analyst

Shift: Rotational Shifts

Joining: Immediate Joiners Only

Role Overview

We are looking for a detail-oriented Quality Analyst to monitor, evaluate, and improve the quality of customer interactions. The ideal candidate should have experience in quality auditing, performance analysis, and process improvement within a customer support environment.

Key Responsibilities

• Conduct quality audits of customer interactions across voice, chat, and email channels.
• Evaluate agent performance against defined quality parameters and compliance standards.
• Provide constructive feedback and coaching recommendations to improve performance.
• Prepare quality reports, scorecards, and trend analysis.
• Identify recurring customer issues and recommend process improvements.
• Collaborate with Operations, Training, and Team Leaders to drive quality initiatives.
• Ensure adherence to company policies, quality standards, and customer experience guidelines.
• Participate in calibration sessions to maintain scoring accuracy and consistency.

Eligibility Criteria

• Experience as a Quality Analyst in a Customer Support/BPO environment.
• Strong understanding of quality frameworks, KPIs, and customer service metrics.
• Excellent analytical, communication, and feedback-sharing skills.
• Proficiency in MS Excel and reporting tools.
• Ability to work in rotational shifts.
• Immediate joiners will be highly preferred.

Required Skills

• Quality Auditing
• Call Monitoring & Evaluation
• Performance Improvement
• Customer Experience Management
• Reporting & MIS
• Process Improvement
• Stakeholder Management
• Competitive salary package of ₹6.0 LPA – ₹6.5 LPA
• Dynamic work environment
• Learning and development programs

Preferred Candidate Profile

Candidates currently working as Quality Analysts in the Customer Support/BPO industry with relevant experience and available for immediate joining.