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Quality Analyst (BPO)

Fresher   Pune, Maharashtra   03 Dec, 2025
Calling 24o7 BPO Services Pvt Ltd
Job LocationPune, Maharashtra
EducationNot Mentioned
SalaryNot Disclosed
IndustryBPO / Call Center
Functional AreaNot Mentioned
EmploymentTypeFull-time

Job Description

    You will be responsible for monitoring and evaluating inbound/outbound calls, chats, and emails to ensure quality, accuracy, and compliance with company policies. Providing detailed and constructive feedback to agents and team leaders to drive performance improvement will be a key part of your role. You will also conduct regular calibration sessions with the quality and operations teams to ensure scoring consistency, identify training needs, recommend coaching or refresher sessions, maintain and update quality monitoring forms, scorecards, and audit reports, analyze trends, prepare quality performance reports and dashboards, participate in process improvement initiatives to enhance customer experience, and ensure compliance with client and company quality standards, data privacy, and regulatory requirements.Your qualifications should include Graduation with 1-3 years of experience. Proficiency in English, Hindi, Marathi, Tamil, Kannada, Malayalam & Telugu (at least one regional language is mandatory) is required. You should have strong knowledge of quality monitoring tools and methodologies (e.g., QA scorecards, Six Sigma concepts), excellent communication, analytical, and interpersonal skills, ability to provide constructive feedback and manage conflict positively, proficiency in MS Office (Excel, Word, PowerPoint), attention to detail, and strong documentation skills.Key Responsibilities:- Monitor and evaluate inbound/outbound calls, chats, and emails to ensure quality, accuracy, and compliance with company policies- Provide detailed and constructive feedback to agents and team leaders to drive performance improvement- Conduct regular calibration sessions with the quality and operations teams to ensure scoring consistency- Identify training needs and recommend coaching or refresher sessions- Maintain and update quality monitoring forms, scorecards, and audit reports- Analyze trends and prepare quality performance reports and dashboards- Participate in process improvement initiatives to enhance customer experience- Ensure compliance with client and company quality standards, data privacy, and regulatory requirementsQualification Required:- Graduation- Experience: 1-3 years- Languages: English, Hindi, Marathi, Tamil, Kannada, Malayalam & Telugu (At least one regional language is mandatory)- Strong knowledge of quality monitoring tools and methodologies (e.g., QA scorecards, Six Sigma concepts)- Excellent communication, analytical, and interpersonal skills- Ability to provide constructive feedback and manage conflict positively- Proficiency in MS Office (Excel, Word, PowerPoint)- Attention to detail and strong documentation skillsPlease note that the company is Calling24o7 BPO Services Pvt Ltd located in Baner Pune. The working hours are from 9 am to 6 pm, with a salary of 30000k CTC. You will work 6 days a week with a rotational week off.If you are interested, you can contact Sanjyot Sawantwadkar at hidden_mobile.,

Keyskills :
CommunicationAnalytical skillsInterpersonal skillsMS OfficeQuality monitoring toolsSix Sigma conceptsAttention to detail

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