We are currently seeking a dedicated and detail-oriented Quality Analyst to join the team of one of our clients based in Mumbai on a full-time basis. The Quality Analyst will be pivotal in ensuring the delivery of high-quality customer service and operational efficiency in the BPO sector by monitoring and evaluating customer interactions, identifying areas for improvement, and implementing corrective measures to meet and exceed client expectations. Key Responsibilities: Conduct quality assessments on customer interactions (calls, chats, emails, etc.) to ensure adherence to service standards and client-specific guidelines. Provide detailed feedback and coaching to customer service representatives (CSRs) to enhance their performance and maintain high service quality. Develop and implement quality monitoring processes, guidelines, and best practices to improve the overall customer service experience. Analyze performance data, identify trends, and provide actionable insights to drive continuous improvement in service delivery. Prepare detailed reports on quality scores, key performance metrics, and performance trends for management review. Collaborate with management, trainers, and support teams to develop targeted action plans and enhance agent performance. Monitor KPIs such as Customer Satisfaction (CSAT), First Call Resolution (FCR), Average Handling Time (AHT), and ensure adherence to client requirements and quality standards. Address and escalate critical quality issues that impact service delivery or customer experience. Stay updated on the latest industry trends, customer service practices, and quality assurance technologies to implement in the teams workflow.