Quality Analyst BPO/BPM

Quality Analyst BPO/BPM (Chat, Email & Voice Process)

Experience - 1-2 Years

Location - Gurugram

Salary - 30000 per month only

Shift Timings - Rotational shift (6 days working)

Key Responsibilities:

Monitor & evaluate customer interactions for quality and compliance.

Provide feedback & coaching to improve agent performance.

Conduct audits, calibrations, and root cause analysis (RCA).

Ensure adherence to company policies & customer experience standards.

Generate reports & suggest process improvements.

Requirements:

13 years of QA experience in a BPO/BPM environment.

Strong analytical, communication & feedback skills.

Familiarity with quality monitoring tools & CRM systems.

Bachelor's degree preferred.