We are looking for a Quality Analyst who can run analysis independently from day one, identify process gaps, and convert audit findings into measurable improvements. The evaluation for this role is anchored in demonstrated capability, not alone potential.
Accountability & Responsibilities of Role:
- Monitor and evaluate inbound and outbound calls (Hindi & English) against defined quality parameters
- Score interactions using the approved Quality Scorecard with accuracy and consistency
- Identify knowledge gaps, compliance risks, and behavioral trends across the agent team
- Deliver timely, actionable feedback to agents and Team Leads
- Partner with Training to close recurring error patterns and coaching needs
- Flag critical or compliance sensitive interactions to Management
- Maintain strong working knowledge of client products, processes, and service workflows
- Track root cause trends and convert them into process improvement recommendations, SOPs, or system parameter updates
- Contribute to QA scorecard refinement as products and processes evolve
Role Key Performance Indicators:
- Calls evaluated per day/week vs. target
- Timely submission of evaluations and feedback
- Agent quality improvement trend over time
- Compliance adherence rate across monitored interactions
- Number of audit findings converted into institutionalized fixes (SOPs, system parameters, training updates)
Education Background:
• Bachelor's degree in any related discipline.
Work Experience:
- Minimum 2 years of hands on quality analyst experience in customer service
- An analysis led approach to case studies: root cause and Pareto analysis first, intervention second
- A proven, verifiable improvement record, with real instances where an audit finding led to operational change
- The ability to spot a single error, dig deeper to size the true scope of the issue, and escalate it to the right level of leadership
- Follow through to close the loop with Training and the client, and institutionalize the fix through an SOP or system parameter update
- Working knowledge of the quality toolkit used to support evaluations and audits
Core Competencies:
- Networking & Influencing Collaboratively: Developing rapport with a diverse range of people. Building and leveraging networks horizontally and vertically. Proactively influencing and persuading others to gain support for initiatives. Maintaining collaborative stakeholder relationships.
- Delivering Results & Fostering Ownership: Drive for improving business results and attaining higher levels of performance.
- Building Customer Value: Gaining insights into internal and/or external customers experience. Anticipating their needs and demonstrating concern for satisfying them. Building productive customer relationships. Ensuring clear communication to customers on expectations and beyond.
