We are seeking a detail-oriented and analytical Quality Analyst to evaluate the performance of processes, products, or customer interactions to ensure compliance with organizational standards and customer expectations. The QA will monitor, assess, and report on the quality of service delivered, identify improvement areas, and collaborate with relevant teams to enhance performance and customer satisfaction.

Key Responsibilities:

• Monitor and evaluate inbound and outbound interactions (e.g., calls, chats, emails) for quality assurance.
• Assess performance based on pre-defined quality metrics, KPIs, or compliance standards.
• Provide actionable feedback and coaching to customer service or operations teams.
• Prepare quality reports and performance trend analysis for internal stakeholders.
• Identify process gaps, risks, and opportunities for continuous improvement.
• Assist in developing quality assurance policies, checklists, and scorecards.
• Collaborate with training teams to align QA outcomes with employee development.
• Stay updated on product knowledge, compliance requirements, and customer service protocols.

Required Skills and Qualifications:

• Bachelor’s degree or equivalent in business, communications, or a related field.
• 1–3 years of experience as a Quality Analyst or in a similar QA role.
• Strong understanding of quality assurance practices and customer service standards.
• Excellent analytical, observational, and problem-solving skills.
• Proficient in MS Excel, reporting tools, and QA software (e.g., NICE, Calabrio, Observe.AI).
• Excellent communication and interpersonal skills.
• Ability to handle confidential information with integrity.

Preferred Qualifications:

• Experience in a BPO, contact center, or tech support environment.
• Six Sigma or quality certification (e.g., Lean, ISO, COPC) is a plus.
• Familiarity with CRM and workforce management tools.

About company

Maxicus is the fastest-growing BPO, Founded 20 years ago.We offers services to Fortune 500 companies and bringing together talents from diverse backgrounds. Spread across India in 5 prime locations.Join us & grow in one of the best working cultures.