Job Description

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.