Quality Analyst Jobs in Chennai BPO Call Centre

📋 Job Description

Jobzi is sourcing qualified candidates for Quality Analyst positions in Chennai's private BPO Call Centre sector. This is a full-time opportunity with a reputed BPO and Call Centre employer in Chennai offering competitive salary, structured growth, and a professional work environment. Tamil communication skills are preferred alongside English for professional and business interaction in Chennai.

📌 Key Responsibilities

• Monitor and evaluate recorded or live customer interactions to assess adherence to quality parameters and client-defined standards.
• Provide structured feedback to agents on communication quality, process compliance, and areas of improvement after each audit.
• Conduct calibration sessions with team leaders and operations to align quality scoring interpretations and reduce inter-rater variability.
• Analyse quality audit data to identify recurring error patterns, compliance gaps, and training needs across the process.
• Generate weekly and monthly quality performance reports including CSAT trends, error distribution, and audit completion rates.
• Partner with training teams to design refresher modules addressing identified quality gaps and knowledge deficiencies in the team.
• Participate in client quality reviews and present performance data, corrective action plans, and improvement trends regularly.

🎓 Qualifications and Requirements

• Graduate degree in any discipline with a minimum of one year of BPO experience in a voice or non-voice quality role.
• Thorough understanding of BPO quality parameters including CSAT, FCR, AHT compliance, and call or chat audit frameworks.
• Proficiency in MS Excel for audit tracking, data analysis, error categorisation, and performance report preparation.
• Strong interpersonal and feedback delivery skills with ability to coach agents constructively without demotivating performance.
• Experience in conducting calibration sessions with team leaders and managing inter-rater reliability in audit scores.
• Knowledge of Six Sigma Yellow Belt or Green Belt concepts is an advantage for data-driven quality improvement initiatives.
• Familiarity with call recording and quality monitoring software used in BPO environments such as Verint or NICE platforms.
• Good Tamil and English communication skills for team coordination and client interaction in Chennai.

✅ Required Skills