Quality Analyst

Job Description

Kalyani BPO Services is looking for a Quality Analyst to monitor customer interactions and ensure service excellence across support teams. The successful candidate will evaluate calls, chats, and emails against quality standards while providing constructive feedback to agents. This role plays a vital part in improving customer satisfaction and operational performance. Candidates should possess analytical skills and experience in quality monitoring within a BPO environment.

Key Responsibilities
Monitor and evaluate customer interactions for quality compliance.
Conduct call, chat, and email audits regularly.
Prepare quality reports and performance scorecards.
Identify trends and recommend process improvements.
Provide coaching and feedback to customer support agents.
Ensure compliance with company and client quality standards.
Participate in calibration sessions with operations teams.
Support training initiatives to improve service quality.