Quality Analyst
Empathex Services Private LimitedFixed
₹20,000 - ₹22,000
Earning Potential
₹22,000
Fixed
₹20,000 - ₹22,000
Earning Potential
₹22,000
Work from Office
Full Time
Min. 1 year
Good (Intermediate / Advanced) EnglishJob highlights
20 applicants
Benefits include: PF, ESI (ESIC)
Job Description
Job Description – Quality Analyst (BPO)
Job Title
Quality Analyst – BPO Operations
Job Summary
We are looking for a detail-oriented and analytical Quality Analyst to monitor and evaluate customer interactions and operational processes in a BPO environment. The candidate will be responsible for ensuring service quality, compliance, process adherence, and continuous improvement to enhance customer satisfaction and operational performance.
Key Responsibilities
- Monitor and evaluate customer calls, and process transactions.
- Conduct quality audits as per defined standards and guidelines.
- Provide constructive feedback and coaching to agents/team members.
- Prepare quality reports, scorecards, and performance analysis.
- Identify process gaps and recommend improvement opportunities.
- Ensure compliance with company policies and client requirements.
- Participate in calibration sessions with operations and training teams.
- Track quality trends and support action plans for performance improvement.
- Assist in developing quality parameters and SOPs.
- Maintain accurate audit records and documentation.
- Support training teams by identifying knowledge gaps and improvement areas.
Required Skills
- Strong analytical and observation skills.
- Good communication and feedback delivery abilities.
- Good understanding of quality frameworks and BPO processes.
- Knowledge of call monitoring and audit techniques.
- Proficiency in MS Excel, reports, and quality tools.
- Attention to detail and problem-solving capabilities.
Qualifications
- Graduate in any stream.
- 1–3 years of experience in BPO quality analysis or customer service.
- Experience in voice/non-voice process quality monitoring preferred.
Preferred Qualities
- Customer-focused approach.
- Ability to work independently and within teams.
- Strong time management and organizational skills.
- Process improvement mindset.
Salary
- As per industry standards and experience.
Work Location
- Patna
Employment Type
- Full-time
Contact Person :- Amol Kumar - 9711535158
Job role
Job requirements
About company
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The candidate should have completed Graduate degree and people who have 1 to 31 years are eligible to apply for this job. You can apply for more jobs in Patna to get hired quickly.
The candidate should have Good (Intermediate / Advanced) English skills and sound communication skills for this job.
Both Male and Female candidates can apply for this job.
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