Job Summary

Flipkart is seeking a detail-oriented and analytical Quality Analyst (QA) to join our BPO operations team. The ideal candidate will ensure that customer interactions and operational processes meet the highest quality standards. This role is pivotal in monitoring, analyzing, and improving service delivery, driving process efficiency, and enhancing customer satisfaction. The position offers a fixed day shift schedule with a 5-day working week.

Key Responsibilities

• Monitor and evaluate the quality of customer interactions across calls, emails, and chat support channels.

• Conduct regular audits of BPO operations to ensure adherence to defined process standards and policies.

• Identify gaps, trends, and improvement areas in service delivery and provide actionable recommendations.

• Collaborate with team leads and managers to design and implement quality improvement initiatives.

• Prepare detailed quality reports, dashboards, and performance metrics for management review.

• Ensure compliance with company policies, regulatory requirements, and industry standards.

• Train and coach agents based on feedback to improve individual and team performance.

• Participate in cross-functional projects aimed at enhancing operational efficiency and customer experience.

Required Skills and Qualifications

• Bachelors degree in any discipline; specialization in Business Administration, Communications, or related fields is a plus.

• Strong understanding of BPO operations and customer service quality standards.

• Excellent analytical, problem-solving, and decision-making skills.

• Proficient in MS Office (Excel, Word, PowerPoint) and quality monitoring tools.

• Exceptional written and verbal communication skills.

• Ability to manage multiple tasks and meet deadlines in a fast-paced environment.

• Attention to detail with a strong focus on accuracy and quality.

Experience

• Minimum 2–4 years of experience in a BPO environment, preferably in a QA or quality monitoring role.

• Experience in analyzing performance metrics, preparing reports, and implementing process improvements.

• Prior exposure to customer service operations for e-commerce or technology companies is a plus.

Working Hours

• Fixed Day Shift (e.g., 9:00 AM – 6:00 PM)

• 5 days working per week (Monday to Friday)

• Flexibility for occasional extended hours based on project requirements.

Knowledge, Skills, and Abilities

• Strong observational skills and the ability to identify process gaps quickly.

• Ability to handle confidential information with integrity and professionalism.

• Collaborative mindset with strong interpersonal skills to work with diverse teams.

• Knowledge of industry benchmarks, customer experience standards, and operational KPIs.

• Capability to provide constructive feedback and mentor team members for performance improvement.

Benefits

• Competitive salary and performance-based incentives.

• Health and wellness benefits, including medical insurance.

• Paid time off, holidays, and leave policies.

• Career growth opportunities and professional development programs.

• Supportive work environment fostering learning, collaboration, and innovation.

Why Join Flipkart

• Be part of Indias leading e-commerce company with a dynamic and innovative culture.

• Work with cutting-edge tools, technology, and processes that shape the future of online retail.

• Opportunities to advance your career through continuous learning and skill development.

• Contribute to enhancing customer satisfaction and operational excellence at a large scale.

How to Apply

Interested candidates can apply online via Flipkarts Careers portal or submit their CV and cover letter highlighting relevant experience to the HR recruitment team. Shortlisted candidates will be contacted for assessments and interviews.