Quality Analyst

Job Description – Quality Analyst (QA) | BPO

Designation: Quality Analyst – BPO
Department: Quality
Industry: BPO / Contact Centre
Location: Indore
Experience: 1–4 Years
Employment Type: Full-Time

Job Summary

We are looking for a Quality Analyst to monitor and improve the quality of customer interactions and ensure adherence to process, quality and compliance standards. The candidate will be responsible for evaluating calls/interactions, identifying quality gaps, providing actionable feedback and working with Operations and Training teams to improve overall performance.

Key Responsibilities

• Monitor and evaluate customer interactions, calls, chats and emails as per defined quality parameters.
• Conduct regular quality audits and maintain accurate audit records.
• Ensure adherence to process, SOP, compliance and client requirements.
• Identify quality gaps, process deviations and recurring errors.
• Provide constructive feedback and coaching to agents based on audit findings.
• Conduct calibration sessions with Operations, Training and Quality teams.
• Track and analyse Quality Score, CSAT, FCR, AHT, compliance and other process KPIs.
• Prepare and share daily/weekly/monthly quality reports and MIS.
• Identify recurring issues and perform Root Cause Analysis (RCA).
• Recommend corrective and preventive actions to improve process quality.
• Work closely with Team Leaders, Operations Managers and Trainers for performance improvement.
• Support new process/product launches through quality checks and feedback.
• Ensure timely closure of quality-related escalations and action items.
• Maintain proper documentation of audits, feedback and improvement plans.

Required Skills

• Good verbal and written communication skills.
• Strong analytical and problem-solving ability.
• Good understanding of BPO/contact centre processes and quality parameters.
• Good knowledge of MS Excel, Word and PowerPoint.
• Ability to analyse data and prepare quality reports.
• Strong attention to detail.
• Good interpersonal and stakeholder-management skills.
• Ability to handle feedback and difficult conversations professionally.
• Knowledge of RCA, CAPA and calibration will be an advantage.

Eligibility

• Graduate / HSC depending on process requirement.
• 1–4 years of relevant BPO Quality experience preferred.
• Experience in voice/non-voice processes will be an advantage.
• Candidates with strong customer service/operations experience and relevant quality exposure may also be considered.

Key Performance Metrics

Quality Score | Compliance | CSAT | FCR | Audit Accuracy | Error Rate | Calibration Accuracy | Feedback Closure | RCA/CAPA Closure

Ideal Candidate

A detail-oriented professional who can identify quality gaps, analyse the root cause, communicate feedback effectively and work with Operations to drive measurable improvement.

Work Location: In person