Website:
ishaanglobal.com
Job details:
Company Description Ishaan Global is a workforce recruitment and manpower solutions partner, specializing in verified, skilled, and compliant professionals across multiple states in India. Since 2019, the organization has supported Fortune-level companies and growing enterprises in building high-performing teams that drive sustainable business growth. With over 2,000 professionals deployed and 6+ years of excellence, Ishaan Global offers end-to-end workforce solutions, including permanent hiring, contract staffing, payroll outsourcing, and statutory compliance management. The company serves 25+ industries such as BFSI, Telecom, Manufacturing, IT & Technology, Retail & E-commerce, Logistics, Healthcare, Hospitality, Construction, Facility Management, and Security Services. Ishaan Global is recognized for its integrity, inclusivity, and a 98% client retention rate, reflecting long-term partnerships built on trust.
Role Description The Quality Analyst – BPO will be responsible for monitoring and evaluating customer interactions to ensure adherence to process standards, quality guidelines, and client expectations. Day-to-day tasks include reviewing calls and tickets, identifying gaps in performance, documenting findings, and providing actionable feedback to team members and supervisors. The role involves collaborating with operations teams to implement quality improvement plans, maintaining quality reports and dashboards, and supporting calibration sessions to align evaluation criteria. The Quality Analyst will also assist in defining quality benchmarks, updating process documentation, and contributing to training needs through insights from audits. This is a full-time, on-site role based in Bengaluru.
Qualifications
- Candidates should possess strong Analytical Skills to review data, identify trends, and generate insights for process improvement.
- Candidates should possess Quality Assurance and Quality Control skills to monitor interactions, evaluate performance, and ensure adherence to standards.
- Candidates should possess Quality Management skills to support the design, implementation, and continuous improvement of quality frameworks and procedures.
- Candidates should possess effective Communication skills to deliver clear feedback, collaborate with stakeholders, and document quality findings.
- Prior experience as a Quality Analyst or similar role in a BPO or contact center environment is preferred.
- Familiarity with quality monitoring tools, CRM or ticketing systems, and MS Office (Excel, PowerPoint) is beneficial.
- Ability to work with cross-functional teams, manage multiple evaluations, and meet timelines in a fast-paced environment.
- A bachelor’s degree in any discipline or equivalent work experience in BPO operations and quality functions is desirable.
WHAT WE’RE LOOKING FOR
✅ 2+ years of experience as a Quality Analyst
✅ Experience in both Chat/Non-Voice & Voice processes
✅ Excellent English & Hindi communication
✅ Strong analytical and problem-solving skills
✅ Excellent attention to detail
✅ Good understanding of RCA & Quality Management processes
✅ Basic knowledge of MS Excel
✅ Process improvement exposure preferred
✅ Familiarity with Agile practices preferred
✅ Cryptocurrency/Trading knowledge will be an added advantage
✅ Comfortable working in a fast-paced environment
📩 APPLY NOW
📧 Email: career@ishaanglobal.com
👉 Interested candidates can share their updated CV with us.
🔄 Know someone who fits this role? Please share this opportunity with them!
Click on Apply to know more.
