Quality Analyst (QA)

Job Description

Infosys BPM is seeking a Quality Analyst (QA) to evaluate customer interactions and ensure service excellence across business operations. The role involves monitoring calls, emails, and chat interactions while identifying opportunities for process improvement. The ideal candidate will provide constructive feedback, support agent development, and ensure adherence to quality standards. Strong analytical and communication skills are required to improve operational performance.

Key Responsibilities
Monitor customer interactions across voice and non-voice channels.
Evaluate agent performance using predefined quality parameters.
Provide detailed feedback and coaching recommendations to team members.
Conduct calibration sessions to maintain scoring consistency.
Prepare quality reports and identify recurring process gaps.
Collaborate with operations and training teams to improve service quality.
Ensure compliance with client requirements and company policies.
Recommend process enhancements that improve customer experience and operational efficiency.