Valuestream Business Solutions Pvt ltd
Website:
valuestreambiz.com
Job details:
Company Description Valuestream Business Solutions (VBS) is a business and knowledge process outsourcing company that combines experienced professionals and advanced technology to deliver strong customer experiences. The organization provides a wide range of services, including contact center operations, back-office support, customer service, and transaction processing.
Role Description The Quality Analyst – Call Center is a full-time, on-site role based in Silk Board, Bengaluru. This role is responsible for monitoring and evaluating customer interactions over Calls to ensure adherence to quality standards, compliance requirements, and performance benchmarks. The Quality Analyst will review call recordings, assess agent behavior, identify areas of improvement, and provide constructive feedback and coaching recommendations to support continuous improvement. Day-to-day activities include preparing quality reports and dashboards, collaborating with operations and training teams to refine scripts and processes, and participating in calibration sessions to maintain consistent scoring and evaluation criteria. The role also involves identifying recurring issues, proposing actionable solutions, and contributing to initiatives that enhance customer experience and operational efficiency.
Qualifications
- Candidates should possess strong Analytical Skills to interpret call data, identify trends, and derive actionable insights.
- Candidates should possess Quality Control and Quality Assurance skills to monitor interactions, evaluate performance, and ensure adherence to established standards.
- Candidates should possess Quality Management skills to support the implementation and maintenance of quality frameworks and continuous improvement initiatives.
- Candidates should possess excellent English and Hindi Communication skills to deliver clear feedback, collaborate with cross-functional teams, and document findings effectively.
- Relevant experience in call center or BPO quality analysis, including call auditing and performance evaluation is must
- Familiarity with quality monitoring tools, CRM systems, and contact center technologies is an advantage.
- Ability to work in a fast-paced environment, prioritize tasks, and maintain attention to detail under deadlines.
- Minimum qualification of bachelor’s degree is Mandatory
Language Skills - Excellent communication skills in English and Hindi is mandatory
CTC - Upto 6 LPA
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