Quality Analyst - BPO

Job Description: Quality Analyst (QA) Voice Process (BPO)

Location: Hyderabad, Bangalore
Experience Required: Minimum 1-2 years of experience in quality analysis within a BPO voice process.

Roles and Responsibilities:

1. Quality Monitoring:
• Monitor and evaluate calls, ensuring adherence to company quality standards and SLA requirements.
• Identify areas of improvement in communication, process adherence, and resolution skills.
2. Feedback and Coaching:
• Provide constructive feedback to agents for continuous performance improvement.
• Conduct one-on-one coaching sessions to address quality gaps and reinforce best practices.
3. Process Enhancement:
• Collaborate with team leaders and trainers to develop and implement process improvements.
• Assist in creating and updating quality guidelines, checklists, and scorecards.
4. Reporting:
• Prepare and maintain detailed quality reports and dashboards for management review.
• Analyze quality trends and share insights with stakeholders to improve overall process performance.
5. Compliance and Standards:
• Ensure all communications comply with regulatory and organizational guidelines.
• Drive initiatives to enhance the customer experience through quality improvements.

Skills and Qualifications:

• Educational Qualification: Graduate in any discipline (preferred).
• Experience: Minimum 1-2 years in a Quality Analyst role, specifically in a voice process within the BPO industry.
• Excellent communication and interpersonal skills.
• Proficiency in quality evaluation tools and techniques.
• Strong analytical skills to identify trends and improvement opportunities.
• Proficient in MS Office (Excel, Word, PowerPoint).