Position: Quality Analyst
Location: Nagpur
We are currently hiring for the position of Quality Analyst for our BPO operations in Nagpur. If you have a minimum of 1 year of experience as a QA and possess the required skills, we invite you to apply for this exciting opportunity. Join our dynamic team and contribute to delivering exceptional quality services to our clients.
Responsibilities:
- Conduct quality audits on customer interactions, including voice calls, emails, and chat conversations.
- Evaluate customer service representatives’ performance against predefined quality standards and provide constructive feedback for improvement.
- Monitor and analyze quality trends, identify areas of improvement, and suggest process enhancements.
- Collaborate with operations and training teams to develop and update quality assurance guidelines and procedures.
- Participate in calibration sessions to ensure consistency in evaluating customer interactions.
- Provide training and guidance to customer service representatives on quality standards, policies, and procedures.
- Generate and analyze quality reports, highlighting trends and areas for improvement.
- Identify root causes of quality issues and work with cross-functional teams to implement corrective actions.
- Stay updated with industry best practices and new trends in quality assurance.
Requirements:
- Minimum 1 year of experience as a Quality Analyst in a BPO or customer service environment.
- Strong understanding of quality assurance methodologies, processes, and tools.
- Knowledge of quality evaluation parameters and metrics.
- Excellent communication skills, both written and verbal.
- Detail-oriented with the ability to identify trends and patterns.
- Analytical mindset with the ability to interpret data and draw meaningful insights.
- Proficient in MS Office applications, particularly Excel.
- Strong problem-solving skills and the ability to provide actionable recommendations.
- Knowledge of relevant regulatory and compliance standards (e.g., GDPR, PCI-DSS) is a plus.
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How to Apply: If you are interested in the role of Quality Analyst and meet the above requirements, please share your updated resume at purwa.gupta@witbloom.in. We are excited to welcome motivated individuals to our team and offer a competitive salary ranging from 3.5LPA to 4.5LPA.
