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 to ensure compliance with internal quality standards and client-defined guidelines.

Conduct regular audits on sampled interactions and document findings accurately.

Identify process gaps, errors, and deviations from SOPs, and report them with clear observations.

Provide structured, objective, and actionable feedback to agents and team members for performance improvement.

Collaborate with operations, training, and quality teams to address recurring quality issues and improve process adherence.

Support the development and refinement of quality checklists, audit frameworks, and standard operating procedures (SOPs).

Track quality trends, analyze root causes of errors, and recommend corrective and preventive actions.

Participate in calibration sessions with internal teams and client stakeholders to ensure alignment on quality scoring and evaluation standards.

Prepare and present daily/weekly/monthly quality reports and dashboards to management.

Support coaching and training initiatives based on audit findings to improve overall team performance.

Ensure compliance with industry regulations, client requirements, and internal audit standards.

Drive continuous improvement initiatives aimed at enhancing customer experience and operational efficiency.

Required Skills & Competencies

Strong understanding of QA methodologies, audit processes, and quality frameworks in a BPO/ITES environment.

Experience in handling voice/non-voice quality audits (inbound/outbound/chat/email).

Excellent analytical and problem-solving skills with attention to detail.

Strong communication skills (written and verbal) for feedback delivery and reporting.

Proficiency in MS Excel, reporting tools, and QA tracking systems.

Ability to work independently as well as collaboratively in a fast-paced environment.

Strong understanding of customer service metrics such as CSAT, AHT, FCR, and adherence.