Job Title: Quality AnalystLocation: Malad Mindspace, MumbaiExperience: Minimum 2-5 years in Quality Assurance (BPO, Customer Service, or related fields)Employment Type: Full-TimeJob 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.
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