Quality Analyst (QA) – BPO

Job Title: Quality Analyst (QA) – BPO

Job Summary

The Quality Analyst is responsible for monitoring, evaluating, and improving the quality of customer interactions for a VOICE process. The role ensures adherence to client requirements, company policies, regulatory standards, and defined SLAs while driving continuous improvement in agent performance and customer experience.

Key Responsibilities

• Monitor and evaluate customer interactions (calls, emails, chats, tickets) against defined quality frameworks and scorecards
• Ensure compliance with client guidelines, company policies, data privacy, and regulatory requirements
• Provide clear, actionable feedback and coaching to agents to improve performance and quality scores
• Identify trends, root causes, and recurring quality gaps; recommend corrective and preventive actions
• Conduct regular calibrations with Operations, Training, and Clients to ensure scoring alignment
• Prepare and publish quality reports, dashboards, and MIS on agent, team, and process performance
• Support training initiatives by identifying learning needs and contributing to refresher sessions
• Participate in process improvement initiatives and quality audits
• Maintain accurate documentation of evaluations, findings, and action plans

Required Skills & Competencies

• Strong analytical and attention-to-detail skills
• Excellent verbal and written communication skills
• Ability to provide constructive feedback and influence behavior positively
• Knowledge of BPO KPIs such as CSAT, FCR, AHT, QA scores, SLA compliance
• Working knowledge of quality tools, call monitoring systems, and CRM platforms
• Good stakeholder management and collaboration skills
• Proficiency in MS Excel / reporting tools

Qualifications & Experience

• Bachelor’s degree or equivalent work experience
• Prior experience in a BPO/Call Center environment
• Experience in voice quality monitoring
• Domain knowledge (e.g., BFSI, BANKING, Customer Service) is an advantage

Key Performance Indicators

• QA score and variance
• Calibration accuracy
• Compliance and audit scores
• Reduction in repeat quality defects
• Improvement in agent CSAT and performance metrics

Good to have:

• BFSI / compliance-heavy environment language
• Client-facing calibration and reporting ownership
• Automation or analytics exposure
• Six Sigma / COPC exposure