Quality Analyst - BPO Job

Key Responsibilities:

1. Evaluate required samples (BAU, Hygiene, Adhoc, etc.) as defined in MSA/client or internal Quality SOP/Process requirements.
2. Provide coaching and feedback for all evaluated samples within 48 hours (excluding weekends/leave days).
3. Identify areas of opportunity and work towards improving processes by giving real-time input to the business.
4. Utilize quality assurance tools, software, and systems to track, analyze, and manage quality-related data, evaluations, and performance metrics efficiently.
5. Ensure compliance with regulatory requirements, industry standards, and company policies in all quality assurance activities and evaluations.
6. Participate in client/internal PKT assessments and meet the designated threshold.
7. Attend monthly call calibrations and meet the variance threshold as defined for the process.
8. Achieve process quality score targets for aligned span (internal/external as agreed in MSA/clients/RnR monthly targets).
9. Provide actionable inputs to enhance CSAT/NPS scores where applicable.
10. Work on the improvement of CSOs categorized under BQ for the assigned span.

Education and Skills:

1. Graduate in any relevant field.
2. Excellent communication and presentation skills, fluent in English and Hindi.
3. Strong interpersonal skills with the ability to connect with employees at all levels.

1