Quality Auditor

Job Title: Quality Analyst (QA)

Department: Quality / Operations

Location: As per business requirement

Employment Type: Full-Time

Job Summary

The Quality Analyst (QA) is responsible for monitoring and evaluating customer interactions to ensure compliance with process guidelines, quality standards, and client expectations. The QA provides constructive feedback, identifies improvement opportunities, and works closely with Operations and Training teams to enhance overall team performance and customer satisfaction.

Key Responsibilities

• Monitor and evaluate customer interactions (calls, chats, emails, or back-office tasks) based on defined quality parameters.

• Conduct regular audits and provide timely, actionable feedback to agents and Team Leaders.

• Prepare daily, weekly, and monthly quality reports and dashboards.

• Identify performance gaps and recommend process improvements.

• Ensure adherence to client requirements, SOPs, and compliance guidelines.

• Participate in calibration sessions with Operations and clients to maintain scoring consistency.

• Analyze quality trends and highlight recurring issues.

• Coordinate with Training and Operations teams to address knowledge or performance gaps.

• Maintain accurate quality records and audit documentation.

• Support new process implementations, refresher training, and quality improvement initiatives.

Required Skills

• Excellent verbal and written communication skills.

• Strong analytical and attention-to-detail skills.

• Knowledge of quality monitoring and audit techniques.

• Proficiency in MS Excel, Word, and PowerPoint.

• Ability to analyze data and prepare quality reports.

• Good coaching and feedback delivery skills.

• Strong time management and organizational skills.

Educational Qualification

• Graduate in any discipline (preferred).

• Relevant certifications in Quality Management are an added advantage.

Experience

• 1–3 years of experience as a Quality Analyst in a BPO.

• Experience in Voice, Non-Voice, Chat, Email, Sales, Collections, or Customer Support processes is preferred.

Key Performance Indicators (KPIs)

• Quality Audit Score

• Audit Accuracy

• Calibration Accuracy

• Compliance Score

• Error Rate

• Improvement in Agent Quality Scores

• Timely Completion of Audits

• Reporting Accuracy

Preferred Competencies

• Strong analytical and problem-solving skills.

• Coaching and mentoring abilities.

• Process improvement mindset.

• Effective stakeholder management.

• Ability to work under pressure and meet deadlines.

Salary & Benefits

• Competitive fixed salary.

• Performance-based incentives.

• PF, ESI, Gratuity, and other statutory benefits.

• Paid leaves as per company policy.

• Career growth and learning opportunities.

Working Conditions

• Rotational shifts as per business requirements.

• Work From Office (WFO) process.

• Ability to manage multiple tasks while maintaining high-quality standards.

• It is a Full Time Customer Support / TeleCaller job for candidates with 6 months - 1 years of experience.