Quality Analyst jobs in Bengaluru, Karnataka

Job Description – Quality Analyst

Location : Koramangala, Bangalore
CTC : ₹3,89,000 to ₹4,50,000 per annum

Languages must know: English, Hindi and any of the South Indian Languages

Key Responsibilities:

• Complete quality monitoring evaluations and audit assessments as per defined targets.
• Deliver feedback to agents with the objective of improving performance.
• Drive high service quality standards and act as the Subject Matter Expert (SME) on best practices for quality control across CRE, In-house, and Contact Centre teams.
• Possess a deep understanding of ACPT analysis.
• Analyze DSAT/CSAT trends and provide recommendations for improvement.
• Identify Continual Improvement opportunities and implement Corrective and Preventive Actions (CAPA).
• Attend calibration sessions regularly.
• Possess basic working knowledge of Excel.

Candidate Requirements:

• Bachelor’s degree in any discipline or equivalent qualification.
• Minimum 12 months of experience as a Quality Analyst.
• Ability to leverage prior experience to identify training needs and improve Customer Service Team performance.
• Excellent written and verbal communication skills in English (mandatory).
• Fluency in Hindi and two additional regional language mentioned above preferred.
• Strong presence of mind and ability to convert audits into actionable insights.
• Good interpersonal and constructive feedback skills.
• Strong attention to detail with excellent probing and problem-solving skills.
• Self-motivated with the ability to multitask effectively.
• Proficient in handling customer interactions.
• Clear understanding of customer experience impacting factors in interactions, with the ability to communicate insights effectively.

Pay: ₹350,000.00 - ₹450,000.00 per year

Benefits:

• Provident Fund

Work Location: In person