Quality Analyst – Customer Service

Experience: 1–5 Years | Department: Quality

We are looking for Quality Analysts to monitor customer interactions and ensure compliance with defined quality standards.

Responsibilities:

• Monitor and evaluate calls, chats, and emails.
• Conduct quality audits using defined parameters.
• Identify process gaps and provide actionable feedback.
• Prepare quality reports and trend analysis.
• Conduct calibration sessions with Operations and Training teams.
• Track recurring errors and recommend improvement areas.
• Support quality improvement initiatives.

Requirements: Customer service/BPO quality experience, strong analytical skills, attention to detail, good communication, and knowledge of quality processes and audit parameters.