Job Summary

Quality BPO is seeking a detail-oriented and analytical Quality Assurance Analyst (Voice/Non-Voice) to monitor, evaluate, and enhance the performance of customer interactions across both voice and non-voice channels. The ideal candidate will play a critical role in ensuring service excellence, compliance with company standards, and continuous process improvement. This position requires a strong understanding of quality frameworks, customer service metrics, and the ability to provide actionable feedback to improve agent performance.

Key Responsibilities

Monitor and evaluate customer interactions (calls, emails, chats) to ensure adherence to quality standards and compliance requirements.
Conduct regular audits and scorecards for both voice and non-voice processes.
Provide constructive feedback and coaching to agents to improve performance and customer satisfaction.
Identify trends, gaps, and areas for improvement through data analysis and reporting.
Collaborate with operations and training teams to develop quality improvement initiatives.
Ensure compliance with internal policies, client guidelines, and industry regulations.
Maintain accurate records of evaluations and prepare detailed quality reports.
Participate in calibration sessions to ensure consistency in evaluations.

Required Skills and Qualifications

Bachelor’s degree in any discipline or equivalent work experience.
Strong analytical and problem-solving skills.
Excellent written and verbal communication skills.
Proficiency in quality monitoring tools and Microsoft Office applications.
Ability to handle both voice and non-voice quality assessments effectively.
High attention to detail and ability to work under pressure.
Strong interpersonal skills with the ability to deliver feedback constructively.

Experience

Minimum 1–3 years of experience in a Quality Assurance role within a BPO or customer service environment.
Prior experience in handling both voice and non-voice processes is preferred.
Experience in customer service or operations roles will be an added advantage.

Working Hours

Flexible to work in rotational shifts, including night shifts, depending on business requirements.
Work-from-office or hybrid setup based on company policy.
5-day work week with rotational offs.

Knowledge, Skills, and Abilities

Strong understanding of QA methodologies, KPIs, and customer experience metrics (CSAT, NPS, etc.).
Ability to analyze large volumes of data and generate actionable insights.
Excellent listening skills and attention to detail.
Ability to multitask and manage time effectively.
Adaptability to changing processes and client requirements.
Strong organizational and documentation skills.

Benefits

Competitive salary package.
Performance-based incentives.
Health insurance and wellness programs.
Paid leaves and holidays.
Career growth and internal mobility opportunities.
Ongoing training and professional development programs.

Why Join Quality BPO?

At Quality BPO, we foster a culture of excellence, collaboration, and continuous improvement. Employees are empowered with the tools, training, and support needed to succeed and grow within the organization. Joining our team means being part of a dynamic environment where your contributions directly impact service quality and customer satisfaction.

How to Apply

Interested candidates can apply by submitting their updated resume along with a brief cover letter highlighting their relevant experience. Shortlisted candidates will be contacted for further assessment and interview rounds.

Quality Assurance Analyst (Voice/Non-Voice)

Job Description