Walk-in | Bpo Quality Analyst

VCare; Chennai District; On-site; INR 350,000 - 520,000; Full time

Job summary

VCare is seeking a BPO Call Quality Analyst to monitor customer calls and ensure agents follow company standards and quality guidelines. The role includes conducting audits, preparing quality scores, and providing actionable feedback to improve performance.

Applicants should have strong communication, listening, and Excel skills, with knowledge of BPO processes. Training teams will benefit from timely quality insights and root-cause analysis.

Qualifications

• Monitor and evaluate agent calls based on quality parameters.
• Check agent performance on communication skills, product knowledge, call handling, and compliance.
• Provide feedback and coaching to agents and conduct calibration sessions.

Responsibilities

• Monitor and evaluate agent calls based on quality parameters.
• Conduct regular call audits and prepare quality scores.
• Check agent performance on communication skills, product knowledge, call handling, customer handling, compliance & process adherence, call etiquette, and information accuracy.
• Identify errors, gaps, and areas for improvement.
• Provide feedback and coaching to agents.
• Conduct calibration sessions with QA, Team Leaders, and Operations teams.
• Prepare daily/weekly/monthly quality reports.
• Track recurring errors and identify root causes.
• Work with Team Leaders to improve low-performing agents.
• Ensure adherence to scripts, SOPs, and company policies.
• Escalate critical quality/compliance issues to management.
• Maintain proper documentation of audit findings and feedback.
• Support training teams by identifying common knowledge and skill gaps.

Skills

Communication skills

Listening & analysis

BPO knowledge

MS Excel

Feedback

Attention to detail

Reporting & documentation

Call monitoring tools

Tools

Quality monitoring tools

Job description

BPO Call Quality Analyst Roles & Responsibilities

A BPO Call Quality Analyst (QA) is responsible for monitoring customer calls and ensuring agents follow company standards, processes, and quality guidelines.

Key Responsibilities

• Monitor and evaluate agent calls based on quality parameters.
• Conduct regular call audits and prepare quality scores.
• Check agent performance on:
  • Communication skills
  • Product/process knowledge
  • Call handling
  • Customer handling
  • Compliance & process adherence
  • Call etiquette
  • Accuracy of information
• Identify errors, gaps, and areas for improvement.
• Provide feedback and coaching to agents.
• Conduct calibration sessions with QA, Team Leaders, and Operations teams.
• Prepare daily/weekly/monthly quality reports.
• Track recurring errors and identify root causes.
• Work with Team Leaders to improve low-performing agents.
• Ensure adherence to scripts, SOPs, and company policies.
• Escalate critical quality/compliance issues to management.
• Maintain proper documentation of audit findings and feedback.
• Support training teams by identifying common knowledge and skill gaps.

Key Performance Metrics

• Quality Score %
• Audit Accuracy
• Compliance Score
• Critical Error Rate
• Customer Handling Score
• FCR / Resolution Quality
• Feedback & Coaching Effectiveness
• Call Monitoring/Audit Target

Required Skills

• Good communication skills
• Strong listening and analytical skills
• BPO process knowledge
• Good knowledge of MS Excel
• Ability to identify errors and provide constructive feedback
• Attention to detail
• Good reporting and documentation skills
• Experience with call monitoring/quality tools is an advantage.

Language :English, Tamil,Telugu,Malayalam,Kannada

Contact Details : Vikram HR-7305613334