Job Overview: We are seeking an experienced Quality Analyst to join our BPO team in Lucknow. The ideal candidate will have a strong background in monitoring, evaluating, and improving the quality of customer interactions and ensuring compliance with the company's quality standards. This role plays a key part in maintaining service excellence and enhancing overall customer satisfaction. Key Responsibilities: Call Monitoring: Evaluate and monitor inbound/outbound calls to ensure adherence to established quality and performance guidelines. Performance Analysis: Analyze call quality reports and performance data to identify trends and areas for improvement. Feedback and Coaching: Provide actionable feedback to customer service representatives to enhance their performance and maintain high-quality standards. Quality Assurance: Ensure that agents follow all processes and protocols related to customer interaction, communication, and issue resolution. Reporting: Prepare detailed quality reports and metrics for management, highlighting performance issues and recommending corrective actions. Process Improvement: Work closely with the operations team to identify process gaps and suggest improvements to enhance customer experience. Compliance: Ensure all agents meet compliance requirements, including company policies and industry regulations. Training: Collaborate with the training team to develop materials and conduct quality-related training sessions for customer service teams. Requirements: Education: Bachelor’s degree or equivalent qualification in any discipline. Experience: Minimum of 4 years of experience in quality analysis within a BPO environment. Skills: Strong knowledge of quality management and performance improvement methodologies. Excellent analytical and problem-solving skills. Strong communication skills, both verbal and written. Attention to detail and ability to multitask. Proficiency in quality monitoring tools and CRM systems. Ability to work in a fast-paced environment and meet deadlines.