BPO QUALITY ANALYST

Job Title: Customer Support Quality analyst

Location: Bangalore, Koramangala (walkin interview)

Job Type: Full-time

Reports To: Quality Lead

Experience: Minimum 2 to 3 years as a Quality

Analyst in a customer service environment

QA engineers don't apply!!

As a Quality Analyst, you will audit customer interactions across voice, chat and ticketing, email channels,

identify what is going wrong and why, and convert those findings into feedback and coaching that

measurably improves agent performance. The role carries end-to-end ownership of the quality cycle —

auditing against defined parameters, marking critical errors accurately, delivering structured feedback,

participating in calibration, identifying training needs and publishing quality reporting. You will work closely

with the Training team and with Operations, so findings translate into action on the floor rather than sitting

in a report.

Bachelor's degree or equivalent.

• Minimum 2 to 3 years of experience as a Quality Analyst in a customer service, customer support or

contact centre environment.

• Hands-on experience auditing interactions across at least one of voice, chat or ticketing, with exposure

to more than one channel preferred.

• Working knowledge of quality management or audit tools, and the ability to pick up a new platform

quickly.

• Sound understanding of quality parameters, critical error frameworks and audit governance.

• Practical experience of feedback mechanisms and coaching models, with a track record of feedback

that changed agent behaviour.Experience of participating in calibration and maintaining scoring consistency.

• Strong analytical skills and working Excel — pivot tables, lookups and comfort handling large audit data

sets.

• Excellent written and verbal communication, with the ability to write observations a third party can act

on without further explanation.

• Objectivity and the confidence to hold a position in a performance conversation, balanced with

empathy towards agents.

• Ability to manage multiple priorities and meet audit and reporting deadlines consistently.

Key Responsibilities

• Conduct quality audits of US payment transactions and operational activities.
• Review transactions for accuracy, completeness, and compliance with established procedures.
• Validate payment processing, refunds, reversals, settlements, and transaction status.
• Identify discrepancies, processing errors, and potential risks, and coordinate with operations teams for resolution.
• Ensure adherence to SOPs, client guidelines, internal controls, and compliance requirements.
• Perform root-cause analysis to identify recurring errors and recommend corrective actions.
• Prepare quality reports, maintain audit records, and track quality performance metrics.
• Monitor transaction accuracy, error rates, turnaround time, and other quality KPIs.
• Participate in calibration sessions with Operations, Training, and Quality teams.
• Provide feedback to team members to improve accuracy and process performance.
• Support process improvement initiatives to reduce errors and enhance operational efficiency.

Mandatory Requirements

• Minimum 2 years of overall professional experience.
• Graduation is mandatory.
• Minimum 2 years of relevant experience in US Payments.
• Experience in payment processing, transaction auditing, or Quality Assurance is required.
• US international voice process experience is mandatory.
• Domestic voice experience will not be considered.
• Good understanding of payment transactions, refunds, reversals, settlements, and payment disputes.
• Strong analytical, problem-solving, and attention-to-detail skills.
• Good communication and stakeholder-management skills.
• Proficiency in MS Excel and quality reporting.
• Must be comfortable working in US shifts and from the office in Gurugram.
• Must be comfortable with a one-way cab facility.
• PF registration with the previous organization is mandatory.

Job Overview

We are hiring a Quality Analyst for US Payroll operations with experience in international voice processes and quality auditing. The candidate will be responsible for monitoring customer calls, auditing payroll-related transactions, ensuring process compliance, and improving overall service quality.

Key Responsibilities

• Monitor and evaluate international customer calls related to US payroll.
• Conduct quality audits to ensure compliance with SOPs and process guidelines.
• Review payroll-related queries, including salary discrepancies, deductions, tax withholding, payslips, and payment issues.
• Evaluate calls for communication, accuracy, customer handling, and resolution quality.
• Identify quality gaps and provide feedback and coaching to agents.
• Prepare quality reports, analyze performance metrics, and conduct root-cause analysis.
• Participate in calibration sessions with operations and training teams.
• Support process improvement initiatives to reduce errors and improve customer satisfaction.

Mandatory Requirements

• Minimum 4 years of total experience in an international voice process.
• Minimum 2 years of relevant experience as a Quality Analyst in US Payroll.
• Graduation is mandatory.
• International voice experience is mandatory; domestic voice experience will not be considered.
• Good English communication skills.
• Good knowledge of US payroll processes, deductions, and salary calculations.
• Experience in call monitoring, quality audits, and feedback sessions.
• Proficiency in MS Excel and quality reporting.
• Must be comfortable working in US night shifts.
• Must be comfortable with a one-way cab facility.
• PF registration with the previous organization is mandatory.

Preferred Skills

• Knowledge of payroll systems such as ADP, Workday, or UKG.
• Understanding of quality metrics such as CSAT, QA Score, AHT, and FCR.
• Experience in BPO, BPM, payroll outsourcing, or HR operations.