Quality Analyst
Quality Analyst
Posted on :
25-02-2025
Employer Active
1 Vacancy
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Job Description
Job Title: Quality Analyst
Location: Malad Mindspace Mumbai
Experience: Minimum 25 years in Quality Assurance (BPO Customer Service or related fields)
Employment Type: FullTime
Job Summary:
We are looking for a Quality Analyst with expertise in monitoring evaluating and improving service quality. The ideal candidate should be wellversed with KPIs KRAs and 7 QC tools to drive continuous improvement in process and customer interactions.
Key Responsibilities:
-
Quality Monitoring & Evaluation:
- Conduct audits of customer interactions (calls chats and emails) to ensure compliance with process guidelines.
- Evaluate agent performance based on key quality parameters.
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Process Improvement & Compliance:
- Identify process gaps and provide recommendations for enhancement.
- Ensure adherence to company policies regulatory guidelines and best practices.
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KPI & KRA Management:
- Monitor key performance indicators (KPIs) such as Quality Score Accuracy % CSAT First Call Resolution (FCR) and Error Rate.
- Align quality metrics with KRAs to improve overall efficiency.
-
7 QC Tools Application:
- Utilize Fishbone Diagrams Pareto Analysis Control Charts Check Sheets Histograms Scatter Diagrams and Flowcharts to analyze quality trends.
- Conduct root cause analysis (RCA) to address recurring quality issues.
-
Training & Feedback:
- Provide actionable feedback to agents and teams.
- Work closely with the training department to design targeted coaching programs.
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Reporting & Insights:
- Generate reports on quality performance and present insights to stakeholders.
- Use datadriven approaches to recommend process improvements.
Required Skills & Qualifications:
- Experience: 25 years in Quality Analysis within a BPO Customer Service or similar domain.
- Technical Knowledge:
- Strong understanding of KPIs and KRAs related to Quality Assurance.
- Handson experience with 7 QC Tools and statistical analysis for quality improvement.
- Soft Skills:
- Excellent analytical and problemsolving skills.
- Strong communication and feedback delivery abilities.
- Tools & Technology:
- Proficiency in Quality Monitoring Systems CRM tools Excel and Reporting Dashboards.
Why Join Us
- Opportunity to work with a fastgrowing organization in a process improvement role.
- Work in a dynamic and collaborative environment with exposure to highlevel quality processes.
Employment Type
Full Time
Key Skills
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