Senior Quality Analyst

Key Responsibilities:

• Monitor and evaluate interactions (calls, chats, or emails) to ensure adherence to quality standards
• Identify process gaps and recommend actionable improvements
• Perform root cause analysis on quality deviations and escalate recurring issues
• Develop and maintain quality reports, dashboards, and calibration logs
• Conduct regular audits and share feedback with operations and training teams
• Drive process improvement initiatives and ensure compliance with client-specific guidelines
• Participate in internal calibrations and client quality discussions
• Support training and coaching initiatives for underperforming agents

Candidate Profile:

• 2 to 7 years of experience in quality analysis, preferably in BPO/ITES/customer support domains
• Strong analytical skills with attention to detail
• Excellent communication and feedback delivery skills
• Proficient in MS Excel and quality monitoring tools
• Experience in root cause analysis and reporting
• Knowledge of quality frameworks like Six Sigma or COPC (preferred but not mandatory)