Quality Analyst (Inbound Customer Service - BPO)

Quality Auditor – Inbound Customer Service (BPO): Monitor and evaluate inbound customer interactions (calls, chats, or emails) as per quality standards. Conduct quality audits using predefined QA scorecards. Identify process gaps, compliance issues, and improvement areas. Provide timely and constructive feedback to customer service executives. Ensure adherence to SOPs, client guidelines, and regulatory requirements. Track quality metrics and maintain audit reports. Analyze customer interaction trends and recommend process improvements. Coordinate with Team Leaders and Trainers to address performance gaps. Participate in calibration sessions to ensure consistent quality evaluations. Support new hire quality assessments and ongoing quality improvement initiatives. Maintain accurate QA documentation and records. Help improve customer satisfaction (CSAT), first call resolution (FCR), and overall service quality.