Job Title: Quality Analyst

Location: Malad Mindspace, Mumbai

Experience: Minimum 2-5 years in Quality Assurance (BPO, Customer Service, or related fields)

Employment Type: Full-Time

Job Summary

We are looking for a Quality Analyst with expertise in monitoring, evaluating, and improving service quality. The ideal candidate should be well-versed with KPIs, KRAs, and 7 QC tools to drive continuous improvement in process and customer interactions.

Key Responsibilities

• Quality Monitoring & Evaluation:
• Conduct audits of customer interactions (calls, chats, and emails) to ensure compliance with process guidelines.
• Evaluate agent performance based on key quality parameters.
• Process Improvement & Compliance:
• Identify process gaps and provide recommendations for enhancement.
• Ensure adherence to company policies, regulatory guidelines, and best practices.
• KPI & KRA Management:
• Monitor key performance indicators (KPIs) such as Quality Score, Accuracy %, CSAT, First Call Resolution (FCR), and Error Rate.
• Align quality metrics with KRAs to improve overall efficiency.
• 7 QC Tools Application:
• Utilize Fishbone Diagrams, Pareto Analysis, Control Charts, Check Sheets, Histograms, Scatter Diagrams, and Flowcharts to analyze quality trends.
• Conduct root cause analysis (RCA) to address recurring quality issues.
• Training & Feedback:
• Provide actionable feedback to agents and teams.
• Work closely with the training department to design targeted coaching programs.
• Reporting & Insights:
• Generate reports on quality performance and present insights to stakeholders.
• Use data-driven approaches to recommend process improvements.
  

Required Skills & Qualifications

• Experience: 2-5 years in Quality Analysis within a BPO, Customer Service, or similar domain.
• Technical Knowledge:
• Strong understanding of KPIs and KRAs related to Quality Assurance.
• Hands-on experience with 7 QC Tools and statistical analysis for quality improvement.
• Soft Skills:
• Excellent analytical and problem-solving skills.
• Strong communication and feedback delivery abilities.
• Tools & Technology:
• Proficiency in Quality Monitoring Systems, CRM tools, Excel, and Reporting Dashboards.
  

Why Join Us?

• Opportunity to work with a fast-growing organization in a process improvement role.
• Work in a dynamic and collaborative environment with exposure to high-level quality processes.