Senior Quality Analyst

Job Title: Sr. Quality Analyst

Location: Bhubaneswar

Department: Sales Call Auditing

Experience: 1-4 Years

Job Summary
We are looking for a Call Quality Analyst to monitor and evaluate customer interactions, ensure compliance with quality standards, identify improvement opportunities, and provide actionable feedback to enhance customer experience and business performance.

Key Responsibilities

• Monitor and audit customer service and sales calls as per defined quality parameters.
• Evaluate calls for compliance, process adherence, soft skills, and customer handling.
• Provide timely and constructive feedback to agents and team leaders.
• Maintain quality scorecards and prepare audit reports.
• Identify recurring issues, process gaps, and training needs.
• Conduct calibration sessions with stakeholders to ensure scoring consistency.
• Track quality trends and recommend process improvements.
• Support training teams by sharing quality insights and coaching requirements.
• Ensure adherence to regulatory and company compliance standards.

Required Skills

• Strong understanding of Quality Assurance methodologies.
• Excellent communication and analytical skills.
• Knowledge of call auditing, feedback, and coaching techniques.
• Proficiency in MS Excel and reporting.
• Attention to detail and problem-solving ability.
• Ability to work in a fast-paced contact center environment.

Preferred Qualifications

• Graduate in any discipline.
• Experience in BPO, customer service, sales, or insurance processes preferred.
• Knowledge of quality tools, root cause analysis, and performance improvement techniques.

Also you can share your CV at [email protected]