Quality Analyst

Quality Analyst – Call Center

Job Summary:

We are seeking a detail-oriented and analytical Quality Analyst (QA) to join our call center team. The QA will be responsible for monitoring and evaluating inbound and outbound customer interactions to ensure service excellence, policy compliance, and continuous improvement. The ideal candidate will have a keen ear for identifying both strengths and improvement areas, and the ability to provide actionable feedback to agents and leadership.

Key Responsibilities:

• Ability to work under pressure and manage multiple tasks
• Strong documentation and reporting skills
• Monitor recorded/live calls, chats, or emails to assess agent performance.
• Evaluate agent interactions using quality monitoring forms and criteria.
• Provide clear, actionable feedback to agents for improvement.
• Identify patterns or trends that impact service quality or customer satisfaction.
• Assist in developing and refining quality assurance standards and procedures.
• Collaborate with training and operations teams to recommend process improvements.
• Conduct calibration sessions to ensure evaluation consistency across QA team.
• Track, analyze, and report quality scores and performance trends.
• Ensure compliance with internal policies and regulatory guidelines.

Qualifications:

• Bachelor’s degree in any field.
• Required: Six Sigma Certification -At least Yellow Belt( preference given to Green, Black, or Master Black Belts).
• 1–3 years of experience in a call center QA or similar role.
• Proficiency in MS Office (Excel, Word, PowerPoint).
• Proficient in QA tools and CRM software.
• Excellent communication and interpersonal skills.
• Ability to give constructive feedback in a clear and professional manner.
• Understanding of data privacy regulations and compliance standards.

Job Types: Full-time, Permanent

Benefits:

• Cell phone reimbursement
• Leave encashment
• Paid sick time
• Paid time off
• Provident Fund