Quality Analyst

Hi Applicants,

We are hiring for Quality Analyst role for one of the leading BPO for Navi Mumbai Location

Role: Quality Analyst

Experience: Minimum 1 Year as a Quality Analyst

Salary: Upto 5 LPA

Qualification: Any Graduate

Notice Period: Immediate to 30 Days

Location: Navi Mumbai(Airoli)

Quality Analyst

We are looking for a detail-oriented Quality Analyst to drive performance excellence and continuous improvement across our customer service operations.

Key Responsibilities

• Conduct quality audits of calls, tickets, and transactions
• Provide coaching and feedback to improve teammate performance
• Track and report quality metrics (CSAT/NPS, AHT, Resolution Rate, Cycle Time, etc.)
• Partner with Team Leaders to improve team performance and metrics
• Identify quality gaps, defects, and process improvement opportunities
• Support training, briefings, and strategic initiatives
• Act as an SME and stay updated on campaign/LOB knowledge

Qualifications & Skills

• 1+ year experience as a Quality Analyst (preferred)
• Background in customer service (Voice & Back Office preferred)
• Basic proficiency in Excel/Google Sheets
• Knowledge of quality tools and RCA methodologies
• Strong analytical and problem-solving skills
• Excellent English communication skills (C1/C2 preferred)

What Were Looking For

• Customer-centric mindset with strong attention to detail
• Ability to deliver assertive, constructive feedback
• Logical thinker with a continuous improvement mindset
• Self-driven, adaptable, and able to manage multiple priorities
• Confident communicator who works well with diverse teams