Quality Analyst

Naptico Services Pvt Ltd

About The Role

We are looking for a detail-oriented and analytical Quality Analyst to join our team. The ideal candidate will be responsible for monitoring, analyzing, and improving the quality of processes, services, and outputs. This role plays a key part in ensuring that our standards are consistently met and exceeded, contributing to overall customer satisfaction and operational excellence.

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