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Job details:
We’re Hiring - Quality Analyst (BPO Operations)
DNP is looking for a detail-oriented and process-driven Quality Analyst to join our growing BPO operations team.
The ideal candidate should have experience in quality monitoring, audits, coaching support, reporting, and maintaining operational standards across voice and non-voice processes.
Key Responsibilities:
• Monitor and audit calls, chats, emails, tickets, and CRM records
• Evaluate agent performance based on communication, compliance, accuracy.
• Provide feedback and support coaching for agents and team leaders
• Track quality scores, recurring errors, and performance improvement trends
• Prepare QA reports, dashboards, and compliance reviews
• Participate in calibration sessions and process improvement initiatives
• Ensure adherence to SOPs, scripts, CRM usage, and client requirements
• Identify operational gaps and recommend workflow improvements
Requirements:
• 1-3 years of experience in BPO / Call Center / Customer Support operations
• Prior experience as a Quality Analyst preferred
• Experience handling voice, chat, email, ticketing, sales, or support audits
• Strong analytical, communication, and reporting skills
• Comfortable working in 24/7 or night-shift environments
• International process experience (US / UK / UAE / Australia) is an advantage
Package: Around ₹4 Lakhs Per Annum.
📍 Location: Vijayawada
📩 Interested candidates can send their resume to: dnp.facilitiesltd@gmail.com
📞 Contact: +91 8465931166
- Join us and be part of a fast-growing operations team focused on quality, performance, and operational excellence.
Click on Apply to know more.