BPO Quality Analyst

Job Title: Quality Analyst (BPO – Call Centre)Location: Kasba, Kolkata (Work from Office)

Working Days: Monday to Friday (Saturday – Half Day)

Timings: 12:30 PM – 9:30 PM

Job Description

We are looking for an experienced and detail-oriented Quality Analyst (QA) for our BPO Call Centre operations. The role involves auditing calls, ensuring script compliance, maintaining client quality standards, and timely delivery of QA outputs.

Key Responsibilities

• Audit inbound and outbound calls on a daily basis
• Ensure calls are delivered strictly as per the client-approved script and compliance guidelines
• Identify deviations in pitch, disclosure, tone, rebuttals, and closing
• Cut, tag, and deliver call recordings as per client requirements and timelines
• Prepare and submit QA reports and feedback to operations and management

Required Skills

• Proven experience as a Quality Analyst in a BPO / Call Centre
• Strong understanding of call auditing, scripts, and compliance standards
• Strong attention to detail and time management

Preferred Profile

• Willing to work day shift timings as per company schedule
• Sunday fixed off and Saturday half day
• Ready to work from office (Kasba) — no remote or hybrid
• Strong attendance discipline with no absenteeism
• Ability to handle pressure and deliver on-time QA outputs
• Performance-based hike after 6 months
• Annual salary hike based on work quality and consistency