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Hiring for Quality analyst

1.00 to 10.00 Years Bangalore, Pune 06 Aug, 2026

Job Location	Bangalore, Pune
Education	Not Mentioned
Salary	Not Disclosed
Industry	BPO / Call Center
Functional Area	Technical Support / Helpdesk
EmploymentType	Full-time

Job Description

Hi,Role InformationQuality Analyst Service DeskPosition SummaryConduct process audits, deploy designed processes, analyze and reportperformance on qualitySupport and implement de-risking plans for the processShare and document best practicesConduct RCAs on transaction monitoring to create action plans toreduce errors and improve service deliveryMonitor transactions and calls for compliance and highlight any failuresto the team concernedProvide feedback to the agents, based on the findings of the monitoringParticipate in calibration processes with clientsTechnical Skills:2-3 years of experience in IT Service Desk/ Tech support/Customer Service processGeneral Skills -Exceptional verbal and written communicationsStrong decision making and analytical abilityAble to negotiate, good presentation skills and Client InterfacingJob duties and Responsibilities:Highlight key areas of improvement and prepare action plans specific toeach areaCreate huddle packs based on the RCAs completedCreate and implement sampling plan, conduct calibration session andfeedback sessionInitiate/Participate in calibration sessions with the Client and provideRCA for weak performancesCreating awareness by training and bringing visibility to Risk qualityinitiatives in the engagementCollect and analyze customer complaints and escalations. Report and acton the corrective actions for all the complaints and escalationsReport and track implementation of corrective actions to ensure processcontinuity and stabilityEnsure the knowledge data base is up to date and conduct regular flooraudits to measure awarenessFocus on adherence to compliance in transaction monitoring andhighlight failures to stake holdersIdentify, initiate and own sig sigma and lean projects to improvemetrics, drive behaviors and reduce costs.Education:Any graduatesLocation:Bangalore/PuneContact:Veera-hidden_mobile

Keyskills :
call qualityqualitycall monitoringcall quality auditscall auditquality audit

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