Quality Analyst

Position: Quality Analyst & Training

Job location: Anna nagar West

Salary: As per the market standards

Languages: Tamil and English.

Key Responsibilities

• Monitor and evaluate recorded and live customer calls for quality, accuracy, and compliance.
• Assess calls based on predefined quality parameters such as communication skills, adherence to process, professionalism, and customer handling.
• Provide detailed feedback and coaching to agents to improve performance.
• Prepare and share quality reports, dashboards, and trend analysis.
• Conduct calibration sessions with clients, operations, and training teams.
• Identify training needs and recommend process improvements.
• Ensure compliance with client guidelines, data privacy, and regulatory standards.
• Participate in root cause analysis of defects and customer complaints.
• Support new hire certifications and refresher training assessments.

Key Skills & Competencies

• Strong listening, analytical, and evaluation skills
• Excellent verbal and written communication skills
• Good understanding of call center metrics (AHT, FCR, CSAT, QA scores)
• Attention to detail and problem-solving ability
• Ability to provide constructive feedback
• Proficient in MS Excel and reporting tools

Educational Qualifications

• Graduate or undergraduate (any discipline)
• Certification in Quality or Six Sigma (preferred, not mandatory)

Experience Requirements

• 1–2 years of experience as a Quality Analyst in a BPO voice process
• Experience in international or domestic voice processes (as applicable)
• Exposure to call monitoring tools and CRM systems.

If any one interested pls drop resume at hr6@kolorshealthcare.info.