Quality Analyst

Job Description

KAP Call Center Pvt Ltd is looking for an experienced Quality Analyst to manage quality assurance activities for its B2B calling process. The role involves monitoring calls, evaluating agent performance, identifying quality gaps, and ensuring compliance with company and client standards. Responsibilities Monitor and audit live and recorded calls to evaluate service and process quality. Conduct regular quality assessments based on defined parameters and SOPs. Identify performance gaps and provide clear, actionable feedback to agents. Work closely with team leaders to improve agent performance and process adherence. Conduct coaching and refresher sessions on communication, pitching, and process knowledge. Prepare and maintain daily, weekly, and monthly quality reports. Analyze call recordings to identify recurring issues and improvement areas. Ensure compliance with scripts, process guidelines, and client requirements. Track corrective actions and follow up on quality improvement initiatives. Contribute to continuous process improvement and team development. Required Skills Quality Auditing Call Monitoring Call Analysis Quality Assurance Process Compliance Agent Performance Monitoring Quality Reporting Call Recording Management Coaching & Feedback Performance Improvement Eligibility Minimum 2 years of experience as a Quality Analyst in BPO, Call Center, or B2B processes. Graduate in any discipline. Good English communication skills. Fluent spoken Hindi, Kannada, Telugu, and Tamil. Strong analytical, communication, and observation skills. Candidates of any gender can apply. Age: 18–30 years. Benefits Flexible working hours Laptop provided Professional growth opportunities Fast HR response About KAP Call Center Pvt Ltd KAP Call Center Pvt Ltd is a Bengaluru-based call center organization focused on delivering quality customer and business communication services through structured processes and performance-driven teams.