Quality Analyst

Core Responsibilities of a BPO Quality Analyst:

• Interaction Monitoring & Evaluation: Listening to live or recorded calls and auditing chats/emails to score agent performance based on tone, empathy, resolution, and script adherence.
• Feedback & Coaching: Providing constructive, actionable feedback to agents to bridge performance gaps and improve customer interaction skills.
• Compliance & Risk Management: Ensuring adherence to industry regulations and data protection protocols (e.g., PCI-DSS, HIPAA) to protect the company from legal or financial risks.
• Calibration Sessions: Conducting regular sessions with quality teams and operations managers to ensure consistent evaluation standards across the board.
• Root Cause Analysis & Reporting: Identifying trends, common issues, and training needs, then reporting these findings to management for continuous process improvement.
• Metric Analysis: Tracking key performance indicators (KPIs) like CSAT, Average Handling Time (AHT), and First Call Resolution (FCR). Apna +8

Required Skills:

• Analytical Skills: Ability to analyze data and identify trends.
• Communication Skills: Clear verbal and written skills for feedback.
• Attention to Detail: Meticulous auditing of transactions.
• Process Knowledge: In-depth understanding of the BPO's SOPs and client requirements

International process(US/CANADA)

Shift Timing- 9.30pm - 6.30 am

Total 24 working days & 6 Week off in a month