Quality Analyst (BPM / Contact Centre)

Job Description Quality Analyst (BPM / Contact Centre)

Department: Business Process Management (BPM)
Designation: Quality Analyst
Reporting To: Quality Manager / BPM Operations Manager
Location: Central BPM / Contact Centre Operations

Role Objective

To ensure high-quality customer interactions across inbound and outbound calls by monitoring agent performance, ensuring process compliance, identifying improvement opportunities, and driving customer experience and conversion outcomes.

Key Responsibilities

1. Call Monitoring & Quality Audits

• Conduct regular audits of inbound and outbound calls, including lead follow-ups, appointment booking, confirmation, and post-interaction calls.
• Evaluate calls against defined quality parameters and the approved quality scorecard.
• Assess communication skills, product and service knowledge, customer engagement, appointment pitching, objection handling, and call closure.
• Identify critical errors, process deviations, incorrect commitments, and customer experience gaps.
• Ensure audit coverage is achieved as per the defined quality plan.

2. Quality Reporting & Performance Analysis

• Prepare daily, weekly, and monthly quality reports for individual agents, teams, and locations.
• Track quality scores, parameter-wise error percentages, critical errors, and recurring process gaps.
• Identify top-performing agents, bottom-quartile performers, and agents requiring immediate intervention.
• Analyse the correlation between quality scores, appointment conversion, walk-ins, customer complaints, and other operational KPIs.
• Share actionable insights with the Operations and Training teams.

3. Feedback, Coaching & Training

• Provide timely, constructive feedback to agents based on audited calls.
• Conduct calibration sessions with Operations, Training, and other relevant stakeholders to ensure consistent evaluation.
• Identify training needs and recommend targeted refresher sessions.
• Track improvement in agent quality scores after coaching and training interventions.
• Monitor repeat errors and escalate persistent non-compliance.

4. Process Compliance & Customer Experience

• Ensure adherence to approved scripts, consultation charges, offers, campaign guidelines, appointment-booking SOPs, and CRM documentation requirements.
• Verify the accuracy of information communicated to clients regarding treatments, services, promotions, and appointments.
• Identify instances of mis-selling, incorrect commitments, poor customer handling, and deviations from approved communication.
• Support complaint analysis and corrective action planning to improve customer satisfaction.

5. Quality Governance & Continuous Improvement

• Maintain updated quality scorecards, audit trackers, feedback records, and calibration documentation.
• Participate in process reviews and recommend improvements to scripts, workflows, and SOPs.
• Support the implementation of AI-based quality monitoring and automated call evaluation.
• Validate AI-generated quality scores against manual audits and identify discrepancies.
• Track corrective and preventive actions to ensure sustainable quality improvement.

Key Performance Indicators (KPIs)

• Quality audit coverage and audit completion within TAT.
• Average quality score against the defined target.
• Accuracy and consistency of audit evaluations.
• Critical error identification and reporting.
• Timeliness of feedback and coaching closure.
• Reduction in repeat errors and process deviations.
• Improvement in quality scores following coaching.
• Calibration accuracy and adherence to the quality framework.
• Contribution to customer experience, complaint reduction, and appointment conversion.

Required Skills & Competencies

• Strong verbal and written communication skills.
• Excellent listening, analytical, and observation skills.
• Knowledge of contact centre quality assurance and call monitoring.
• Understanding of customer service, lead management, appointment booking, and conversion processes.
• Proficiency in Excel, reporting, and data analysis.
• Ability to provide constructive feedback and influence agent performance.
• Strong attention to detail, fairness, and process discipline.
• Familiarity with CRM systems, dialers, and AI-based quality monitoring tools is an advantage.

Qualifications & Experience

• Graduate in any discipline.
• 24 years of experience in contact centre quality assurance, preferably in healthcare, dermatology, beauty, wellness, or customer service operations.
• Experience in call auditing, quality scorecards, calibration, reporting, and agent coaching.
• Experience with AI-driven quality tools will be an added advantage.

Expected Outcome

To establish a consistent quality framework that improves customer interactions, strengthens process compliance, reduces recurring errors, supports appointment conversions, and enhances the overall client experience at Oliva Clinics