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Job Summary:

Quality Analyst (QA)

Key Responsibilities:

  • Monitor live and recorded calls, chats, and emails to evaluate performance.
  • Identify quality assurance trends and suggest process improvements.
  • Provide actionable feedback and coaching to agents.
  • Maintain audit reports and share insights with team leaders and managers.
  • Collaborate with training and operations teams to close performance gaps.
  • Ensure compliance with company standards and client expectations.
  • Participate in calibration sessions and quality review meetings.

Key Skills & Requirements:

  • Minimum 1 year of experience as a QA in the BPO industry.
  • Good understanding of BPO operations and quality parameters.
  • Strong analytical and observational skills.
  • Excellent verbal and written communication skills.
  • Proficiency in MS Excel and basic reporting.
  • Ability to work under pressure and meet deadlines.
  • Knowledge of quality tools (QA forms, RCA, etc.) is a plus.

Preferred Qualifications:

  • Graduate in any discipline.
  • Exposure to customer service, technical support, or sales processes.
  • Certification in Six Sigma or quality management (if any) is a plus.


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