Senior Quality Analyst

Senior Quality Analyst for Customer Service Employee

Location: Hyderabad - Banjara Hills

Experience: 4-5 years in Customer Service / Call Quality Monitoring

Employment Type: Full-time / Work from Office

Key Responsibilities:

• • Monitor and evaluate inbound & outbound calls to ensure adherence to process standards.
• • Identify gaps in communication, process compliance, and customer experience.
• • Provide feedback and coaching to agents to enhance performance and service quality.
• • Prepare quality reports and share insights with the operations team for improvement.
• • Participate in calibration sessions with internal and client teams to align on quality parameters.
• • Recommend process improvements based on audit findings and customer feedback trends.

Skills & Requirements:

• Excellent communication skills in English, Hindi and Telugu (verbal & written).
• Strong analytical and listening skills.
• Hands-on experience in quality monitoring tools and MS Excel.
• Good understanding of customer service metrics (AHT, CSAT, FCR, etc.).
• Ability to work in a fast-paced and target-driven environment.

Good to Have:

• Experience in BPO/Customer Service environment.
• Multilingual proficiency is an added advantage

Interested candidates can attend Walk In Interview scheduled at locations.

For more Details reach us via : 9121803768