🎁 Before you apply, rehearse this interview. Create your free WorkMundi account and get an Interview Training on HelpsYouSpeak — no cost, no card. I want my training →
Job Title: Quality Analyst (BPO) Experience: 3+ Years Location: Mohali (Work from Office) Job Summary We are seeking a Quality Analyst to monitor customer interactions, evaluate agent performance, and ensure compliance with quality standards while driving continuous improvement. Key Responsibilities - Monitor Chat, and Email interactions. - Evaluate agent performance using quality scorecards. - Conduct calibration sessions with Operations and Training teams. - Deliver timely feedback and coaching to agents. - Identify performance gaps and recommend improvement plans. - Prepare quality reports and trend analysis. - Ensure compliance with client SOPs and quality guidelines. - Participate in internal and external audits. - Support process improvement initiatives. Required Skills - Experience in quality monitoring within BPO. - Strong analytical and problem-solving skills. - Excellent communication skills. - Knowledge of RCA, CSAT, FCR, AHT, QA metrics. - Positive proficiency in Excel and reporting. Preferred Qualifications - Graduate. - Experience in international customer support processes. Compensation: 35,000.00 - 50,000.00 per month Benefits: - Commuter assistance - Food provided - Provident Fund Work Location: In person .