We are looking for a Quality Analyst with at least 1 year of experience in the BPO sector. The ideal candidate will be responsible for monitoring and evaluating customer interactions to ensure adherence to quality standards and operational guidelines. You will play a key role in identifying process improvement areas, ensuring compliance, and providing feedback for agent performance improvement.

Key Responsibilities:

• Monitor inbound and outbound calls, chats, or emails to assess the quality of service delivered.
• Evaluate agent performance against set quality parameters and compliance standards.
• Provide constructive feedback and coaching to agents to enhance performance.
• Create QA reports and dashboards to share with team leads and management.
• Identify training needs and assist in implementing quality improvement plans.
• Collaborate with operations and training teams to improve processes and customer experience.
• Ensure consistent adherence to company policies, procedures, and compliance guidelines.
• Participate in calibration sessions to align quality standards across the floor.

Required Skills and Qualifications:

• Bachelor’s degree or equivalent.
• Minimum 1 year of experience as a QA in a BPO or contact center environment.
• Strong understanding of quality monitoring techniques and customer service metrics.
• Excellent communication skills (verbal and written).
• Good analytical and problem-solving skills.
• Familiarity with QA tools and call monitoring platforms.
• Knowledge of CRM systems and contact center software is a plus.