M

Quality Analyst – International BPO (Banking / Travel Process)

Maruti Nandan JobsOn Listed

⭐ 3.0 1 Reviews
  • 💼 0-10 Yrs Exp
  • 💰 Up to ₹7 LPA
  • 📍 Gurgaon
  • Job Details
  • Company Details
  • Industry
  • Reviews
Job Overview

We are hiring an experienced Quality Analyst (QA) for an International BPO process. The role involves monitoring customer interactions, ensuring quality standards, and improving agent performance in Banking or Travel processes.

Key Responsibilities

• Monitor and audit customer interactions (calls/chats/emails)
• Evaluate agent performance based on quality parameters
• Provide feedback and coaching to improve performance
• Ensure SLA, compliance, and quality benchmarks are met
• Identify process gaps and suggest improvements
• Prepare QA reports and performance dashboards
• Work closely with operations teams for quality improvement

Candidate Requirements

• Graduate (Mandatory)
• Minimum 1.5 years of on-paper experience as QA
• International BPO experience mandatory
• Banking or Travel process experience preferred
• Immediate joiners only

Required Skills

• Quality auditing & reporting
• KPI / SLA understanding
• Strong analytical skills
• Communication skills
• Process improvement mindset