Quality Assurance Process / BPO Analyst, Lucknow

Job Title: Quality Analyst (BPO) Location: Lucknow Experience: 2+ Years Joining: Immediate Joiner Preferred Job Summary: We are looking for a Quality Analyst with hands-on experience in BPO quality processes. The candidate should have a keen eye for detail, strong analytical skills, and the ability to evaluate customer interactions to ensure service excellence.Key Requirements: Overall 2+ years of experience in BPO Minimum 6 months of experience as a Quality Analyst Graduation is mandatory Immediate joiners preferred Key Responsibilities: Monitor and evaluate calls, emails, and chats as per defined quality standards Provide constructive feedback to agents to improve performanceConduct audits and maintain quality scorecards Participate in calibration sessions with internal teams and clients Identify process gaps and suggest improvement measures Ensure adherence to compliance and process guidelines Prepare daily/weekly quality reports Required Skills: Basic understanding of QA frameworks and audit parametersGood communication and listening skills Strong attention to detail Basic knowledge of MS Excel and reporting Ability to work in a team-oriented, fast-paced environment Preferred Skills: Experience in voice/non-voice/blended processes Exposure to quality tools and dashboards