QA / QC Analyst

We are looking for a Quality Analyst (Operations) who will monitor agent calls, evaluate performance, and provide constructive feedback to improve service quality, compliance, and overall team performance.

• Key ResponsibilitiesMonitor inbound and outbound customer calls.
• Evaluate agent performance using quality parameters.
• Provide timely and actionable feedback to agents.
• Conduct one-on-one coaching sessions to improve communication and performance.
• Identify recurring errors and recommend process improvements.
• Ensure adherence to SOPs, quality standards, and compliance guidelines.
• Prepare daily, weekly, and monthly QA reports.
• Coordinate with Team Leaders and Operations to improve team performance.
• Maintain quality scorecards and audit records.

1–3 years of experience as a Quality Analyst in a BPO/Call Center.

Good knowledge of call monitoring and quality auditing.

Strong communication and coaching skills.

Ability to analyze agent performance and provide improvement plans.

Good knowledge of MS Excel and reporting.

• Detail-oriented with strong analytical skills.