Quality Analyst – BPO/BPM (Chat, Email & Voice Process)

We are hiring a Quality Analyst to ensure top-notch customer interactions across chat, email, and voice processes! If you have an eye for detail and a passion for driving quality, we want you on our team.

Location - Gurugram

Shift - Rotational

Key Responsibilities:

✅ Monitor & evaluate customer interactions for quality and compliance.

✅ Provide feedback & coaching to improve agent performance.

✅ Conduct audits, calibrations, and root cause analysis (RCA).

✅ Ensure adherence to company policies & customer experience standards.

✅ Generate reports & suggest process improvements.

Requirements:

📌 1–3 years of QA experience in a BPO/BPM environment.

📌 Strong analytical, communication & feedback skills.

📌 Familiarity with quality monitoring tools & CRM systems.

📌 Bachelor's degree preferred.