Key Responsibilities

• Monitor and evaluate calls, chats, emails, or process transactions to ensure adherence to quality standards.

• Identify process gaps and suggest improvements to enhance service delivery and efficiency.

• Collaborate with teams to implement quality benchmarks and best practices.

• Prepare quality reports, scorecards, and actionable insights based on evaluations.

• Assist in developing training content and conducting refresher sessions for continuous improvement.

• Perform root cause analysis on recurring quality issues and recommend corrective actions.

• Ensure compliance with organizational policies, procedures, and client-specific guidelines.

• Participate in audits and quality control initiatives as required.

• Maintain accurate and up-to-date records of quality reviews and feedback.

• Support team leaders and managers in driving a quality-first culture.

• Any other responsibilities as deemed fit by management.

Requirements

• Bachelor’s degree in any discipline (preferred in Business, Commerce, or related fields).

• 2–4 years of experience as a Quality Analyst or in a quality control/assurance role.

• Strong analytical, observation, and problem-solving skills.

• Excellent verbal and written communication skills.

• Proficiency in MS Office and familiarity with quality monitoring tools.

• Ability to handle multiple tasks and meet deadlines.

• High attention to detail and a passion for process improvement.

• Location: Bangalore

• Job Function: IT Services

• Role: Quality Analyst

• Job Id: NSPL-25-110
   

• Industry Type: IT Services & Support

• Employment Type: Full Time, Permanent

• Qualifications: Bachelor’s or master’s degree in business administration, Operations Management, or a related field