QA / QC Analyst

Job Summary

The Quality Analyst ensures high-quality customer service by monitoring and analyzing employee-customer phone interactions. Your main job is to identify service quality issues, report on performance, and flag urgent concerns.

Key Responsibilities:

• Call Quality Check: Listen to and evaluate recorded and live employee calls against set quality standards (product knowledge, tone, process following).
• Data Reporting: Create detailed weekly reports summarizing call quality, common errors, and performance trends.
• Escalation: Immediately report critical issues, policy violations, or urgent customer problems to management.
• Performance Insight: Provide clear data and insights to help managers coach and train employees effectively.
• Standard Keeper: Ensure all customer interactions meet BBETTER’s professional and compliance standards.

Requirements:

• Proven experience in call center Quality Assurance (QA).
• Strong ability to analyze data and create professional reports (Excel/Sheets required).
• Excellent communication skills and attention to detail.
• Fluent in Kannada.