Quality Analyst

Profile: Quality Analyst 

Salary: Negotiable 

Location: Sector 63, Noida 

Position Overview 

The analyst should conduct quality audits on the work performed by the agents and provide 

them with feedback on errors identified during the audit. The projects will be analyzed and 

improvement areas will be identified based on which a feedback session will be conducted for 

the team.

Major Roles & Responsibilities: 

1. Responsible for call monitoring and sharing actionable insight 

2. Identifying errors and best practices on the call 

3. Do analysis to find out improvement areas and conduct feedback sessions 

4. Agents need to be trained on quality policies and procedures 

5. Need to prepare multiple reports and analysis based on the audits 

6. Preparing and analyzing internal and external quality reports and presentations for 

management staff review 

7. Weekly meetings with the team on quality parameters 

Candidate Required: 

1) Candidate should have minimum 6months -2+ yrs. of experience in BPO/KPO industry 

2) Good written and verbal communication skills 

3) Creative problem-solving and analytical skills 

4) Ability to work on multiple workflows simultaneously 

5) Team player with good interpersonal and solution oriented attitude 

6) Ability to coach and provide feedback to team 

7) Strong computer application skills (Excel, PowerPoint, etc.)