Quality Assurance Specialist

TP; Bengaluru; On-site; INR 500,000 - 550,000; Full time

Benefits offered by this job

Competitive salary

Social media support program

Career growth

Collaborative environment

Job summary

TP in Bengaluru, Karnataka, seeks a detail-oriented Quality Analyst (Social Media Process) with 1+ year of QA experience. The role focuses on monitoring customer interactions, evaluating processes, and driving continuous quality improvements in a social media support environment. Immediate joiners are preferred.

Day shifts, 6 days a week, with competitive salary and growth opportunities in a collaborative setting. Joiners with strong Excel and reporting skills will excel in this position.

Qualifications

• 1+ year of Quality Analyst experience (on paper).
• Graduate in any discipline; BPO/ITES or Social Media Support experience preferred.
• Attention to detail and strong problem-solving abilities.
• Immediate joiners preferred.

Responsibilities

• Conduct quality audits and evaluations per defined standards.
• Perform RCA and recommend corrective actions for performance.
• Participate in calibration sessions for scoring consistency.
• Monitor adherence to processes, quality metrics, and governance.
• Prepare quality reports, dashboards and insights.
• Identify gaps and drive continuous improvement with ops teams.
• Deliver feedback and coaching to agents based on audits.
• Track action plans and ensure closure of issues.
• Support client reviews and quality governance meetings.

Skills

Quality Auditing

Root Cause Analysis

Calibration Sessions

QC Tools & Frameworks

Analytical & Reporting

MS Excel & Reporting

Stakeholder Management

Education

Any Graduate

Tools

MS Excel

Job description

Job Title: Quality Analyst (Social Media Process)

Shift: Day Shift (Rotational)

Working Days: 6 Days a Week

Experience: 1+ Years as a Quality Analyst (On Paper)

Qualification: Any Graduate

Joining: Immediate Joiners Preferred

Job Summary

We are seeking a detail-oriented and analytical Quality Analyst to monitor, evaluate, and improve the quality of customer interactions and operational processes within a Social Media support environment. The ideal candidate should have hands-on experience in quality auditing, calibration sessions, root cause analysis, and quality improvement initiatives.

Key Responsibilities

• Conduct quality audits and evaluations as per defined quality standards.
• Perform Root Cause Analysis (RCA) and recommend corrective actions for performance improvement.
• Participate in internal and client calibration sessions to ensure scoring consistency.
• Monitor process adherence, compliance, and quality metrics.
• Prepare quality reports, dashboards, and performance insights.
• Identify process gaps and work with operations teams to drive continuous improvement.
• Deliver constructive feedback and coaching to agents based on audit findings.
• Track action plans and ensure closure of identified quality issues.
• Support client reviews and quality governance meetings.

Required Skills

• Strong experience in Quality Auditing
• Hands-on experience in Root Cause Analysis (RCA)
• Experience with Calibration Sessions
• Knowledge of QC Tools and Quality Frameworks
• Good analytical and reporting skills
• Proficiency in MS Excel and quality reporting
• Excellent communication and stakeholder management skills

Eligibility Criteria

• Minimum 1+ year of experience as a Quality Analyst (on paper)
• Graduate in any discipline
• Experience in BPO/ITES or Social Media Support process preferred
• Strong attention to detail and problem-solving abilities
• Immediate joiners will be given preference

What We Offer

• Competitive salary package of ₹5.0 LPA – ₹5.5 LPA
• Opportunity to work with a leading social media support program
• Career growth and learning opportunities
• Dynamic and collaborative work environment