Walk Ins Ll Quality Analyst Ll Bpo Industry For Noida Sec 2
- Iccs
- 2 - 5 years
- Noida, Gurugram
- 8 months ago
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Job Description
Job Summary:
We are seeking a detail-oriented and analytical Quality Analyst to join our BPO operations team. The QA will be responsible for monitoring and evaluating customer interactions to ensure adherence to company standards, client expectations, and regulatory compliance. This role plays a critical part in identifying process gaps, driving continuous improvement, and enhancing the customer experience.
Key Responsibilities:
- Monitor and evaluate voice, email, or chat interactions to ensure quality and compliance.
- Provide actionable feedback to agents for performance improvement.
- Maintain evaluation reports, dashboards, and quality scorecards.
- Collaborate with training and operations teams to identify coaching needs.
- Assist in calibrations and quality audits with clients and internal stakeholders.
- Participate in process improvement initiatives and recommend changes.
- Analyze quality trends and prepare weekly/monthly QA reports.
- Ensure all processes comply with data privacy and industry regulations.
Key Skills & Qualifications:
- Bachelors degree or equivalent.
- 13 years of experience in a QA role in the BPO sector.
- Proficiency in MS Excel, QA tools, and CRM systems.
- Strong communication and interpersonal skills.
- Analytical mindset with attention to detail.
- Experience in creating and using QA scorecards.
- Familiarity with industry-specific compliance standards (e.g., HIPAA, PCI-DSS) is a plus.
- Ability to handle confidential information with integrity.
Preferred Qualifications:
- Six Sigma or Lean certification (optional).
- Experience with tools like NICE, Verint, or similar QA platforms.
- Prior exposure to international clients or multi-process BPO environments.
Job Classification
Industry: BPM / BPOFunctional Area / Department: Quality AssuranceRole Category: Business Process QualityRole: Quality AnalystEmployement Type: Walk-insContact Details:
Company: IccsLocation(s): Noida, Gurugram
Keyskills: QA Quality Audit Call Monitoring Call Quality Call Audit Feedback Quality Check CSAT
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