Quality Analyst

Gratitude Inc

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3 days ago

Quality Analyst

5-8 Year(s)

60 - 75 Thousand p.m

Hyderabad

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Job Description

Key Skills

Reporting Tools CSAT ms excel

29 candidate(s) have already applied for this Job. Apply now

Role/Skill: QA Analyst

Location: Hyderabad
Experience: 5 to 8 years
Band: BPO 3
Salary: Up to 9 LPA

Job Summary
We are looking for an experienced QA Analyst to ensure consistent service quality across customer interactions and business transactions. The role involves monitoring, evaluating, and auditing calls, chats, emails, and/or backend processes to ensure adherence to defined quality standards, regulatory requirements, and client expectations. The incumbent will play a key role in driving process excellence and continuous improvement initiatives within the team.

Key Responsibilities:
• Monitor and evaluate customer interactions (calls, emails, chats) and/or transaction processing activities.
• Conduct regular audits and document findings accurately.
• Identify process gaps, errors, and deviations from SOPs.
• Provide structured and actionable feedback to agents/team members.
• Collaborate with operations, training, and quality teams to improve process adherence.
• Track quality trends and recommend corrective actions.
• Prepare quality reports and dashboards for management.
• Support coaching and training initiatives based on audit findings.
• Ensure compliance with industry regulations and client requirements.

Required Skills:
• Strong understanding of QA methodologies and audit processes in BPO/ITES.
• Experience in voice/non-voice quality audits.
• Excellent analytical and communication skills.
• Good knowledge of MS Excel and reporting tools.
• Understanding of metrics like CSAT, AHT, FCR, and adherence.

Important Notes:
• Ex-TCS employees cannot apply.
• PAN and DOB are mandatory for profile creation.
• Filling out the questionnaire form is mandatory for the further process.

Questionnaire Link: https://myglit.com/lateral/cref/8bdd518a6b

Role

QA Analyst

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.

Abhishek Kumar

Recruiter - Gratitude Inc

NA, india

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