Quality Analyst - Customer Support

Quality Analyst (QA):
Key Responsibilities :
● Quality Monitoring & Evaluation:
○ Conduct audits of customer interactions (calls and emails) to ensure compliance with
process guidelines.
○ Evaluate agent performance based on key quality parameters.
● Training & Feedback:
○ Provide actionable feedback to advisors and teams.
○ Work closely with the training department to design targeted coaching programs.
○ Participate actively in huddle sessions, providing valuable insights into error trends,
process updates

● Process Improvement & Compliance:
○ Identify process gaps and provide recommendations for enhancement.
○ Ensure adherence to company policies, regulatory guidelines, and best practices.
● 7 QC Tools Application:
○ Utilize Pareto Analysis, Control Charts, Check Sheets and Flowcharts to analyze
quality trends.
○ Conduct root cause analysis to address recurring quality issues.
● Reporting & Insights:
○ Generate reports on quality performance and present insights to stakeholders.
○ Use data-driven approaches to recommend process improvements.
○ Conduct weekly calibration sessions with all stake holders
○ Prepare TNA dashboard
Required Skills & Qualifications
● Experience: 1-3 years in Quality Analysis within a BPO, Customer Service, or similar
domain.
● Strong understanding of KPIs and KRAs related to Quality Assurance.
● Hands-on experience with 7 QC Tools and statistical analysis for quality improvement.
● Strong communication and feedback delivery abilities.
● Proficiency in Quality Monitoring Systems, Excel, Google Sheet and Reporting Dashboards.
● Qualification : Should be a Graduate in any discipline