Quality Assurance Specialist

Quality Analyst (BPO - Customer Support)
📍 Location: Hyderabad
💼 Role: Quality Analyst
🎓 Qualification: Any Graduate
🧑 💼 Experience: Minimum 2 Years as a QA in Customer Support/BPO
💰 CTC: Up to ₹5 LPA
🕒 Shift: Rotational Shifts
⚡ Joining: Immediate Joiners Only
Job Summary
We are looking for an experienced Quality Analyst with a strong background in Customer Support/BPO operations. The candidate will be responsible for monitoring, auditing, and improving service quality while ensuring adherence to client and organizational standards.
Key Responsibilities
Monitor and evaluate customer interactions (Voice, Chat, and Email).
Conduct quality audits and provide feedback to improve agent performance.
Identify process gaps and recommend corrective actions.
Perform Root Cause Analysis (RCA) and drive continuous improvement initiatives.
Facilitate calibration sessions with Operations and Training teams.
Prepare and maintain quality reports, scorecards, and MIS dashboards.
Track and analyze quality metrics, CSAT, and process compliance.
Required Skills & Tools
Strong knowledge of QC Tools (7 QC Tools):
Check Sheet
Cause & Effect Diagram (Fishbone/Ishikawa)
Pareto Chart
Histogram
Scatter Diagram
Control Chart
Flow Chart / Stratification
Root Cause Analysis (RCA)
Quality Auditing & Calibration
COPC Knowledge (Preferred)
CSAT, NPS & Customer Experience Metrics
MS Excel (Pivot Tables, VLOOKUP, Reporting)
Power BI (Preferred)
CRM Tools (Salesforce, Zendesk, Freshdesk, etc.)
Eligibility Criteria
Graduation is mandatory.
Minimum 2 years of Quality Analyst experience in a Customer Support/BPO environment.
Excellent communication and analytical skills.
Strong understanding of quality frameworks and continuous improvement methodologies.
Must be comfortable working in rotational shifts.
Immediate joiners will be given preference.
Contact Details
Neha Mamidi
📞 8008325085
📧 mamidi.neha@teleperformancedibs.com
Immediate Joiners Preferred | Apply Now! 🚀

Work arrangement
No