Quality Analyst

1. JOB DESCRIPTION QUALITY ANALYST

The Quality Analyst (QA) is responsible for monitoring evaluating and improving the quality of customer interactions within the contact center. The role focuses on ensuring adherence to defined standards processes and Service Level Agreements (SLAs) while driving continuous improvement through audits feedback and performance analysis.

1. ELIGIBILITY CRITERIA
   1. EDUCATIONAL QUALIFICATION:
      • Graduate (preferred)
      • HSC candidates may be considered with minimum 24 months of relevant experience
   2. WORK EXPERIENCE:
      • Minimum 24 months of experience as a Quality Analyst (on paper) in inbound contact center processes
      • Must have experience of auditing outbound campaigns as well.
      • Must have an excellent performance rating in previous role
   3. PRELIMINARY SCREENING
      • Must clear a Written General Aptitude Test
   4. LANGUAGE PROFICIENCY
      • English: Mandatory (Written & Spoken)
      • Hindi & Marathi: Mandatory (Spoken)
      • Additional regional language will be an advantage
      • Candidates must pass a language proficiency test (written spoken)
   5. COMPUTER TYPING SKILLS
      • Minimum typing speed: 28 WPM (English)
      • Maximum 3 attempts allowed; average score will be considered
   6. VOICE & ACCENT ASSESSMENT
      • Must clear Voice & Accent Test (VNAT)
      • Evaluation parameters include:
        1. Pronunciation
        2. Clarity
        3. Intonation
        4. Accent neutrality
        5. Includes simulation of real call center scenarios
   7. FINAL INTERVIEW
      • Final selection subject to interview by client
      • Client reserves the right to accept/reject candidates

1. KEY REPONSIBILITIES
2. TRAINING DELIVERY
   • Conduct product process and system training for all new CSEs and Supervisors at the time of onboarding
   • Deliver soft skills training programs in coordination with the vendor training team during induction
   • Facilitate training sessions to ensure participants achieve required performance and quality standards
   • Work closely with Team Leaders and SMEs for training effectiveness and performance improvement
   • Coordinate with vendor training teams and external faculty for specialized sessions
   • Provide inputs for annual appraisal of CSEs based on training performance
   • Track training effectiveness and recommend improvements
3. Quality Monitoring & Audits
   • Monitor customer interactions through call barging call audits mystery calls and visual inspections
   • Evaluate performance of Customer Service Executives (CSEs) against defined quality parameters and SLAs
   • Conduct audit of call center operations to ensure compliance with performance standards
4. Process Compliance & System Checks
   • Verify accuracy of customer interactions logged in systems like Salesforce / SAP
   • Ensure correct call tagging in IVRS systems (Asstecs)
   • Maintain adherence to SOPs process guidelines and ISO requirements
5. Performance Evaluation & Testing
   • Conduct periodic verbal and written assessments across all levels
   • Identify performance gaps and ensure quality benchmarks are consistently met
6. Feedback & Improvement
   • Share audit findings and provide structured feedback to CSEs in coordination with Team Leader / Assistant Team Leader
   • Support initiatives for quality improvement and performance enhancement
   • Contribute inputs for annual appraisal of CSEs
7. Reporting & MIS Management
   • Maintain and publish quality dashboards and MIS reports including:

• Briefing & feedback tracker
• OJT monitoring
• Audit coverage reports
• Escalation call audits
• Bottom quartile performance analysis
• ZTP (Zero Tolerance Parameter) fatal analysis
• DIP checks
• Customer preferred language & ALD analysis

• Ensure all records and logs are maintained as per process and compliance requirements

Key Skills & Competencies

• Strong understanding of quality frameworks and contact center KPIs (CSAT FCR AHT etc.)
• Excellent analytical and auditing skills
• Attention to detail with high accuracy in evaluation and documentation
• Effective communication and feedback delivery skills
• Ability to identify performance gaps and recommend improvements
• Good knowledge of SOPs compliance and ISO standards
• Proficiency in MIS reporting and data analysis
• Working knowledge of tools like Salesforce and SAP
• Strong problem-solving and decision-making abilities
• Ability to handle multiple audits and deadlines simultaneously
• High level of ownership accountability and integrity

1. KEY ACCOUNTABILITY
   • Ensure adherence to defined quality standards and SLAs.
   • Drive continuous improvement in customer experience and service quality.
   • Maintain audit accuracy compliance and reporting integrity.
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   1. OTHER REQUIREMENTS
      • Willingness to work in a 24x7 operational environment including rotational shifts
      • Flexibility to manage high audit volumes and tight timelines
      • Ability to support client audits calibrations and governance reviews
      • Strong adherence to data confidentiality and information security practices
      • Openness to work on continuous improvement and quality enhancement initiatives
      • Ability to handle sensitive performance discussions professionally
      • Willingness to collaborate with cross-functional teams (Ops Training SME)
      • Readiness to adapt to new tools technologies and quality frameworks
      • Strong commitment to organizational policies and professional conduct

Required Experience:

Exec