Quality Analyst

Role overview

We are looking for a Quality Analyst to support performance improvement in a BPO/call centre environment in Pune. The role focuses on monitoring interactions, spotting process gaps, and helping teams strengthen service quality and compliance.

Key responsibilities

• Review quality metrics and monitor work outcomes to pinpoint opportunities for process and procedure improvement.
• Work closely with team members to roll out process enhancements while staying aligned with industry requirements and standards.
• Create and update quality documentation, including call calibration material and root cause analysis reports.
• Guide and coach team members on quality assurance practices and best methods.

Requirements

• 1 to 4 years of experience in a Quality Analyst role, or a similar position, within the BPO or call centre industry.
• Solid knowledge of process improvement approaches such as Six Sigma, with the ability to use them in day-to-day work.
• Very good Excel skills, including the ability to analyze data and prepare reports.

Eligibility

This opportunity is open to any graduate.

Additional information

Company: Calling 24o7 Bpo Services Private Limited. Location: Pune, India.