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Now Hiring: Quality Analyst – BPO Operations | Location: Gurugram (Onsite)

Job Title: Quality Analyst

Work Location: Gurugram (Onsite)

Education:

• Minimum qualification: Graduate

Experience:

• 2 to 8 years of total work experience
• Minimum 2 years of experience as a Quality Analyst in a BPO (on paper) is mandatory

Key Responsibilities

• Evaluate live and recorded calls to ensure service quality standards
• Monitor and analyze: Team performance and team strength | Call duration and Average Handling Time (AHT)
• Provide structured and actionable feedback to agents
• Conduct regular call calibration sessions
• Maintain daily/weekly audit count logs
• Ensure adherence to quality frameworks and feedback mechanisms
• Perform DIP checks and maintain accuracy of quality reports
• Prepare quality analysis reports using basic Excel

Required Skills

• Excellent verbal communication in both Hindi and English
• Strong attention to detail and process orientation
• Working knowledge of Basic Excel
• Experience in call audits, feedback processes, and DIP checks

About Company

Our client is an integrated workforce management software platform offering intelligent automation for daily work orders management, housekeeping activities, facility maintenance, scheduling & labor management, and time & attendance purpose-built for the hospitality market and another dynamic scheduling environment.

Responsibilities

• Monthly book reviews and analysis of accounting books for India and Overseas entities - UK, US, Singapore & China.

• In charge of inter-company transactions and reconciliation.

• Perform monthly, quarterly and year-end closing, and preparation of financial statements – standalone and consolidated.

• Assist in developing/maintaining monthly reports of revenues and expenditures.

• Coordinate with foreign entities’ accountants, consultants and auditors for timely financial reporting and filing.

• Convening of Statutory audits for all the regions – India, UK, US, Singapore and China.

• Review and interpret financial reporting requirements, rules and regulations.

• Statutory compliance management like direct taxes, indirect taxes as well as payroll taxes for various geographies.

• Helps with different accounting fields, including accounts receivable, accounts payable, fixed assets, journal entry review, etc.

Requirements

• Chartered Accountant with 4 to 7 years of relevant years of experience.

• Proficiency in Microsoft Office Suite (MS Excel & MS Word).

• Effective oral and written communication skills. Strong command over written and spoken English.

• Strong hands-on experience in General ledger transactions, preparation of financial statements and MIS reporting.

• Experience in convening statutory audits.

• Experience in Transfer Pricing will be a value add