QA / QC Analyst

About the Role

Kudos Ayurveda Private Limited is seeking a Quality Analyst (Operations) to oversee customer service quality by monitoring agent interactions and enhancing overall team performance through precise evaluations and feedback.

Primary Responsibilities

• Monitor and analyze both inbound and outbound customer calls for quality assurance.
• Assess agent performance against established quality standards.
• Deliver prompt, constructive feedback to improve individual agent outputs.
• Conduct personalized coaching sessions aimed at improving communication skills and effectiveness.
• Detect repetitive mistakes and suggest enhancements to operational processes.
• Ensure compliance with Standard Operating Procedures (SOPs), quality benchmarks, and regulatory requirements.
• Generate comprehensive QA reports on daily, weekly, and monthly intervals.
• Collaborate with Team Leaders and Operations teams to boost overall team efficiency.
• Maintain thorough quality scorecards and audit documentation.

Candidate Requirements

• Experience ranging from one to three years as a Quality Analyst within BPO or Call Center environments.
• Proficient understanding of call monitoring techniques and quality auditing procedures.
• Strong capabilities in communication and mentoring employees.
• Ability to analyze performance data and develop actionable improvement plans.
• Competent in Microsoft Excel and generating reports.
• Detail-focused with excellent analytical skills.