Quality Analyst

🔍 Role OverviewWe’re looking for passionate and detail-oriented Quality Analysts to join our Assisted Search (AS) Process team at the Magicbricks Contact Center, Bangalore. If you love analyzing calls, identifying quality gaps, and driving improvements that make every customer interaction better — this role is for you!

• 🧩 Key Responsibilities Conduct call and process audits to assess communication and compliance quality.

• Identify gaps and provide actionable feedback to agents and team leaders.

• Track and report quality metrics, highlighting improvement opportunities.

• Collaborate with process heads to align quality parameters with business goals.

• Participate in calibrations and contribute to process improvement discussions.

• Ensure quality compliance across voice and non-voice channels.

• 🎯 Skills & Competencies Strong analytical and observation skills.

• Excellent communication in English and Hindi; fluency in regional languages is a plus.

• Sharp eye for detail and ability to identify root causes.

• Knowledge of CRM tools and sales process.

• Comfort with data, Excel, and basic reporting.

• 📚 Qualifications Bachelor’s degree or equivalent experience.

1 years of experience in QA within a sales or BPO process.