Quality Evaluator (US Sales)

Job role: Quality Analyst

Location Navi Mumbai (No relocation)

Shift: Fixed Night Shift

Job brief

The Quality Analyst is responsible for monitoring, evaluating, and improving the quality of Sales or customer service provided by agents in a BPO environment. This role involves assessing interactions, ensuring compliance with company standards, identifying training needs, and working with stakeholders to enhance overall service delivery.

Roles and responsibilities

•Assess and evaluate customer interactions (calls, chats, emails, or tickets) to ensure adherence to technical and service quality standards.

•Identify areas of improvement in troubleshooting processes, product knowledge, and communication skills.

•Provide detailed feedback to agents and team leads on technical performance and quality assurance findings.

•Generate reports on quality trends, agent performance, and process gaps.

•Present data-driven insights to management to enhance overall service quality.

•Assist in root cause analysis for recurring technical issues and customer dissatisfaction.

•Develop and maintain quality scorecards and reports.

•Work closely with trainers and team leaders to design training programs based on quality audits.

•Conduct quality calibration sessions to ensure uniform evaluation across teams

Required Skills

•Candidates must be comfortable working in the night shift and working from office.

•Excellent written and verbal communication.

•Must be well versed with VOC, AHT, QC Tools, Fatal/Non-Fatal Parameters, and methodologies.

•Strong knowledge of IT troubleshooting, technical support processes, and service management frameworks

•Candidates from international BPO backgrounds are preferred.

Perks & Benefits

•Incentives (No Capping)

•Insurance Benefits

•5 Working Days

•US Shift Opportunity

•Attendance Bonus