Quality Analyst

Immediate hiring for Quality Analyst – BPO

Experience: 5–6 Years

Industry: BPO

Location: Hyderabad

Employment Type: Full-time

Job Description

We are looking for an experienced Quality Analyst with 5–6 years of BPO experience.

Key Responsibilities

Audit daily chat interactions as per the sampling plan.

Evaluate chats based on Accuracy, Soft Skills, Compliance, and Resolution.

Maintain 95%+ QA accuracy.

Conduct agent feedback and coaching sessions.

Identify gaps in grammar, tone, product knowledge, and resolution handling.

Support improvement in CSAT and FCR.

Ensure adherence to client SOPs and data protection requirements.

Identify and report critical quality and compliance errors.

Prepare daily/weekly QA reports and track quality trends.

Participate in calibration sessions and ensure scoring consistency.

Maintain audit trackers and quality documentation.

Required Skills

5–6 years of BPO Quality/QA experience.

Experience in chat quality monitoring.

Strong communication, analytical, and reporting skills.

Knowledge of QA scorecards, CSAT, FCR, compliance, and calibration.

Interested candidates can share their CV at:

[email protected]

Pay: ₹30,000.00 - ₹45,000.00 per month

Benefits:

• Paid sick time
• Paid time off

Work Location: In person