Quality Analyst

Job Summary:

We are looking for a detail-oriented and analytical Quality Analyst to monitor and evaluate customer interactions, process compliance, and overall performance standards. The candidate will be responsible for ensuring service quality, identifying improvement areas, and supporting training and performance enhancement initiatives.

Key Responsibilities:

• Monitor and evaluate calls, emails, chats, or operational processes as per defined quality parameters.

• Conduct regular audits and provide constructive feedback to team members.

• Prepare and maintain quality scorecards and performance reports.

• Identify gaps in process adherence and recommend corrective actions.

• Work closely with Team Leaders and Trainers to improve overall team performance.

• Participate in calibration sessions to maintain scoring consistency.

• Track performance trends and highlight risk areas to management.

• Ensure compliance with company policies and quality standards.

• Support in developing quality frameworks, SOPs, and process documentation.

• Conduct refresher sessions based on quality findings.

Key Performance Indicators (KPIs):

• Quality Score Improvement %

• Audit Accuracy

• Process Compliance Rate

• Reduction in Repeat Errors

• Team Performance Enhancement

• Feedback Closure Rate

Required Skills & Competencies:

• Strong analytical and observation skills

• Excellent verbal and written communication

• Attention to detail

• Ability to provide constructive feedback

• Good knowledge of quality tools and audit frameworks

• Proficiency in MS Excel and reporting

• It is a Full Time Trainer job for candidates with 0 - 6 months of experience.