Quality Analyst

Company Description Transcom India provides customer experience support and contact center services for Indian and global companies across multiple industries. The organization delivers value-driven business process outsourcing solutions that reduce friction for end customers and help clients build a sustainable competitive advantage. Transcom offers customer care and managed call center services in 60+ languages, covering voice, email, chat, and social media channels. The company is committed to an engaging, people-focused workplace that inspires team members and helps them perform at their best. Team members join a global network dedicated to creating exceptional customer experiences through high-quality BPO solutions.
Role Description The Quality Analyst role at Transcom India is a full-time, on-site position based in Pune City. The Quality Analyst is responsible for monitoring and evaluating customer interactions across voice, email, chat, and social channels to ensure adherence to quality standards and client requirements. Daily tasks include reviewing call and case recordings, compiling performance reports, identifying process gaps, and recommending improvements to enhance customer experience and operational efficiency. The role involves collaborating with operations teams, trainers, and managers to provide feedback, calibrate quality criteria, and support coaching plans. The Quality Analyst also contributes to the implementation of quality frameworks, supports audits, and helps maintain compliance with internal policies and client expectations.
Qualifications
Strong analytical skills to interpret performance data, identify trends, and derive actionable insights.
Experience in quality control activities, including monitoring interactions and validating process compliance.
Background in quality assurance, with exposure to developing or maintaining QA checklists and evaluation forms.
Knowledge of quality management principles and continuous improvement methodologies within a contact center or BPO environment.
Effective communication skills for delivering clear feedback, participating in calibrations, and collaborating with cross-functional teams.
Prior experience in customer service, BPO, or contact center operations is highly beneficial.
Ability to work with reporting tools and basic data analysis (e.g., Excel, dashboards, QA systems).
Bachelor’s degree in any discipline or equivalent professional experience in quality-focused roles.
Detail-oriented, organized, and comfortable working in a fast-paced, metric-driven environment.

Work arrangement
No