Pronto
Quality Analyst
Skills
1 month ago
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Important information
Contract type:
Permanent
Location:
Gurugram, Haryana, India
Work mode:
Onsite
Published on:
23 September 2026
What they need
Key Responsibilities:
- Conduct daily quality audits for Calls, Chats, Emails, and Social Media interactions.
- Monitor agent performance and provide regular feedback and coaching.
- Identify skill gaps and coordinate training to improve customer experience.
- Ensure adherence to SOPs, quality standards, and SLAs.
- Create, review, and update support processes and SOPs.
- Track quality metrics, SLA performance, and customer satisfaction trends.
- Conduct RCA for escalations and recommend process improvements.
- Share daily, weekly, and monthly quality reports with leadership.
Requirements:
- 2-5 years of experience in Quality Assurance within Customer Support/BPO.
- Strong communication, coaching, and analytical skills.
- Experience auditing customer interactions and conducting feedback sessions.
- Proficiency in Excel/Google Sheets and CRM tools.
- Ability to work in a fast-paced startup environment.
Preferred:
Experience in customer support operations, process improvement, and SLA
management
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