Quality Analyst

• Atleast 1 year years of experience as a Quality Analyst in a BPO environment

• Strong knowledge of call audits, quality parameters, and RCA

• Excellent communication and analytical skills

• Experience with quality monitoring tools and reporting

• Ability to coach and drive performance improvements

Must have experience in lead Generation process.

Your Responsibilities:

• Conduct call audits and evaluate agent performance

• Identify process gaps and recommend improvement plans

• Share actionable feedback with agents and supervisors • Prepare quality reports and dashboards for leadership

• Collaborate with operations and training for continuous improvement