QUALITY ANALYST BPO
- New Delhi
- Permanent
- Full-time
- Monitor live and recorded calls, chats, or emails to evaluate agent performance.
- Provide detailed feedback to agents on quality scores and areas of improvement.
- Maintain and analyze QA reports to track performance trends.
- Conduct quality audits and share regular MIS and dashboards with management.
- Collaborate with team leaders and trainers to drive performance improvements.
- Assist in the development and implementation of quality standards and processes.
- Provide refresher sessions to agents based on error trends and quality gaps.
- Participate in client calibration sessions and internal reviews.
- Bachelors degree in any discipline.
- 13 years of experience in a quality analyst role (preferably in a domestic voice process).
- Good command of Hindi and English (verbal and written).
- Strong listening, analytical, and communication skills.
- Proficient in MS Excel, Word, and call auditing tools.
- Ability to work independently and as part of a team.
- Detail-oriented with strong documentation and reporting skills.
- Exposure to quality improvement techniques is a plus.
Expertia AI Technologies