Quality Assurance Analyst Job in Bengaluru at ResultsCX

Responsibilities of the Candidate:

• Monitor and evaluate live or recorded calls to ensure adherence to quality standards, scripts, and compliance protocols.
• Identify gaps in agent performance and provide actionable feedback to improve communication, problem-solving, and customer service skills.
• Conduct quality calibration sessions with team leaders, trainers, and operations to align on quality expectations.
• Prepare detailed reports and dashboards on agent performance, quality scores, and common issues.
• Collaborate with trainers and team leaders to design and implement corrective action plans for underperforming agents.
• Ensure compliance with client-specific guidelines, HIPAA regulations, and company policies.
• Analyse call trends and customer feedback to identify training needs and process improvement opportunities.
• Assist in developing quality standards and guidelines to enhance service delivery and customer satisfaction

Requirements:

• 1-2 years of experience as a Quality Analyst.
• Excellent verbal and written communication skills.
• Strong analytical skills with the ability to identify trends and recommend solutions.
• Proficiency in using quality monitoring tools, CRM platforms, and MS Office applications.
• Comfortable working fixed night shifts to align with international client requirements.
• Quality monitoring and evaluation