Quality Analyst(Pooling)

We are looking for a Quality Analyst (QA) who will be responsible for monitoring, evaluating, and improving the quality of services delivered by agents. The role ensures compliance with client requirements, internal quality standards, and operational processes while driving continuous improvement and customer satisfaction. Key Responsibilities Conduct regular quality audits of calls, chats, emails, and/or transactions based on defined quality standards Evaluate agent performance for accuracy, compliance, customer experience, and process adherence Ensure compliance with company policies, client requirements, and operational guidelines Provide detailed and constructive feedback to agents and team leads to improve performance Identify trends, root causes, and recurring quality gaps; recommend corrective and preventive actions Prepare and share quality reports and scorecards with stakeholders Participate in calibration sessions with clients and internal teams to ensure scoring alignment Support training and refresher sessions by sharing quality insights and best practices Collaborate with Operations, Training, and relevant teams to improve overall performance Assist during internal and external audits and client reviews Skills, Knowledge & Expertise Experience handling a BPO account in a voice or non-voice environment Strong attention to detail and analytical skills Good verbal and written communication skills Strong listening and comprehension skills Comfortable providing structured and objective feedback Proficient in MS Office tools, especially Excel, for reporting and analysis High level of integrity and ability to handle confidential information