Quality Analyst MYS

Job Title: Quality Analyst – Voice Process (BPO)

Location: Mysore

Job Type: Full-time

Experience: 2–5 years in a similar role in voice-based BPO operations

Job Summary

We are seeking a detail-oriented and analytical Quality Analyst to join our BPO team, focusing on voice process operations. The ideal candidate will be responsible for monitoring, evaluating, and improving the quality of calls handled by our agents to ensure customer satisfaction, adherence to process standards, and compliance with company policies.

Key Responsibilities

• Monitor and evaluate inbound and outbound voice calls to assess agent performance against quality standards.
• Provide constructive feedback and coaching to agents to improve call quality and customer interactions.
• Analyze quality trends and identify process gaps or training needs.
• Maintain and update call quality scorecards and audit reports.
• Collaborate with the training team to design refresher sessions or process improvements.
• Ensure compliance with internal quality standards and external regulations (as applicable).
• Participate in calibration sessions with clients and internal stakeholders to align quality expectations.
• Support the implementation of quality improvement initiatives.
  
  

Required Skills And Qualifications

• Proven experience (2+ years) as a Quality Analyst in a voice-based BPO environment.
• Excellent communication and listening skills.
• Strong knowledge of call center metrics and KPIs.
• Familiarity with QA tools and call monitoring software.
• Ability to provide constructive feedback in a professional and impactful manner.
• Analytical mindset with attention to detail.
• Ability to work in a fast-paced, high-volume environment.
• Proficiency in MS Excel and reporting.
  
  

Preferred Qualifications

• Experience in international voice process
• Experience with CRM and ticketing systems.