Quality Analyst
Fluidi5 TechnologiesFixed
₹40,000 - ₹50,000
Earning Potential
₹50,000
Fixed
₹40,000 - ₹50,000
Earning Potential
₹50,000
Work from Office
Full Time
Min. 1 year
Good (Intermediate / Advanced) EnglishJob highlights
10 applicants
Job Description
# QUALITY ANALYST – CUSTOMER SERVICE
*Job Title:* Quality Analyst – Customer Service
*Employment Type:* Full-time | Permanent
*Work Mode:* Work From Office
*Shift:* Rotational
*Week Off:* Rotational
Payout :- 40000-50000k
## Job Summary
We are looking for a detail-oriented and experienced *Quality Analyst* to monitor and evaluate customer interactions and ensure compliance with defined quality standards. The QA will be responsible for conducting call audits, identifying quality gaps, providing actionable feedback, and working with the operations and training teams to improve overall customer experience.
## Key Responsibilities
* Monitor and evaluate *inbound and outbound customer calls* as per defined quality parameters.
* Conduct regular *call and interaction audits* and maintain accurate quality scores.
* Identify process, communication, compliance, and customer-handling gaps.
* Provide timely and constructive feedback to Customer Support Executives and Team Leaders.
* Conduct calibration sessions with Operations and Training teams.
* Track recurring errors and identify areas for process improvement.
* Prepare and maintain daily, weekly, and monthly *quality reports and MIS*.
* Monitor adherence to SOPs, scripts, processes, and compliance requirements.
* Support the Operations team in improving *CSAT, quality, AHT, FCR, and customer experience*.
* Conduct root-cause analysis for quality issues and recommend corrective actions.
* Participate in quality audits and process reviews.
* Support training initiatives by identifying knowledge and skill gaps.
* Maintain proper documentation of audit findings and improvement plans.
* Escalate critical quality and compliance issues to management.
* Ensure consistent application of quality standards across the team.
## Candidate Requirements
* Minimum *1–3 years of experience* as a Quality Analyst in Customer Service/BPO/Contact Centre operations.
* Experience in *customer service/inbound voice process* preferred.
* Strong knowledge of quality monitoring and call auditing processes.
* Good understanding of customer service KPIs and quality parameters.
* Excellent verbal and written communication skills.
* Strong analytical and observation skills.
* Good knowledge of *MS Excel and MIS reporting*.
* Ability to provide effective feedback and coaching.
* Strong attention to detail and problem-solving skills.
* Ability to work independently as well as with cross-functional teams.
* Willingness to work in *rotational shifts and rotational week-offs*.
## Key Skills
*Quality Monitoring | Call Auditing | Customer Service | Quality Assurance | RCA | Calibration | Feedback & Coaching | CSAT | AHT | FCR | SOP Compliance | MIS Reporting | MS Excel | Communication Skills*
## What We Offer
* Competitive salary as per industry standards
* Career growth opportunities
* On-the-job learning and development
* Supportive and professional work environment
* Opportunity to work in a growing customer service operation
Share Cv on priyanka@voizworks.in
Job role
Job requirements
About company
Similar jobs you can apply for
Manufacturing / Production
You can expect a minimum salary of 40,000 INR and can go up to 50,000 INR. The salary offered will depend on your skills, experience and performance in the interview.
The candidate should have completed Graduate degree and people who have 1 to 31 years are eligible to apply for this job. You can apply for more jobs in Bengaluru to get hired quickly.
The candidate should have Good (Intermediate / Advanced) English skills and sound communication skills for this job.
Both Male and Female candidates can apply for this job.
No, it's not a work from home job and can't be done online. You can explore and apply for other work from home jobs in Bengaluru at apna.
No work-related deposit needs to be made during your employment with the company.
Go to the apna app and apply for this job. Click on the apply button and call HR directly to schedule your interview.
The last date to apply for this job is 19 Sept 2026. For more details, download apna app and find Full Time jobs in Bengaluru . Through apna, you can find jobs in 64 cities across India. Join NOW!