Quality Analyst
Coforge JobsOn Listed
Job Description
Coforge is hiring experienced Quality Analysts for its International Customer Service operations. The role focuses on ensuring service quality, improving processes, and maintaining high customer experience standards in a fast-paced BPO environment.
Key Responsibilities
Monitor and evaluate customer interactions for quality compliance
Ensure adherence to QA frameworks and defined KPIs
Analyze agent performance and provide feedback for improvement
Support process improvement initiatives
Maintain quality reports and performance dashboards
Collaborate with operations and training teams to enhance service standards
Ensure consistency in customer experience delivery
Required Skills & Qualifications
Graduate in any discipline
Minimum 3 years overall experience in International Customer Service
At least 1 year experience as a Quality Analyst in International BPO
Strong understanding of QA frameworks, KPIs, and quality metrics
Knowledge of agent evaluation processes and quality standards
Excellent communication and stakeholder management skills
Experience in automobile/car industry is an added advantage
Comfortable working in 24×7 rotational shifts
Immediate joiners preferred
How to Apply
Send your updated resume to akash.1.saxena@coforge.com
or sugandha.kamra@coforge.com
Mention “Quality Analyst Application – Your Name” in the subject line
Only shortlisted candidates will be contacted
