Quality Analyst

About the role

We are seeking a detail‑oriented Quality Analyst to join Naptico Services in Bangalore. The role focuses on monitoring, analyzing, and improving the quality of processes, services, and outputs to ensure standards are consistently met and exceeded.

Key responsibilities

• Monitor and evaluate calls, chats, emails, and process transactions for 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 conduct 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 records of quality reviews and feedback.
• Support team leaders and managers in driving a quality‑first culture.

Required profile

• Bachelor’s degree in any discipline (preferred 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 abilities.
• Excellent verbal and written communication skills.
• Ability to handle multiple tasks and meet deadlines with high attention to detail.

Required skills

• Proficiency in MS Office.
• Familiarity with quality monitoring tools.