Call Quality Analyst

Job Title: Quality Analyst – BPO

Department: Quality / Operations

Industry: BPO / Call Center / Contact Center

Location: Ekattuthangal

Language : Hindi Must

Experience: 1–4 Years

Employment Type: Full-Time

Key Responsibilities:

Monitor inbound and outbound calls, emails, and chat interactions.

Conduct quality audits as per defined sampling methodology.

Evaluate performance based on SOPs, compliance, and quality parameters.

Provide structured feedback and coaching to agents.

Conduct calibration sessions with internal teams and clients.

Identify performance gaps and recommend corrective actions.

Perform Root Cause Analysis (RCA) for recurring issues.

Track and report quality scores, error trends, and improvement areas.

Ensure adherence to regulatory and client compliance standards.

Support training teams with insights for refresher sessions.

Key Performance Indicators (KPIs):

Quality Score / Audit Score

Calibration Variance

CSAT / NPS Impact

Error Reduction %

Compliance Adherence

Improvement in Agent Performance

Required Skills:

Strong analytical and auditing skills

Good communication (verbal & written)

Knowledge of quality frameworks and scorecards

Ability to give constructive feedback

Strong attention to detail

Proficiency in MS Excel and reporting

Educational Qualification:

Any Graduate