eClerx Off Campus Drive – Analyst Role

eClerx Off Campus Drive: The company is looking to hire the position of a BPO analyst to supervise the quality of audits conducted for chat, call as well and email processes. This job is perfect for analytical professionals who are zealous about optimising processes, compliance and the quality of customer service. You’ll evaluate customer interactions, spot ways to improve them, and ensure that standards of communication provide an excellent experience.

Job Summary

• Job ID: 79950
• Location: India (Pan India / Remote / Office-Based Options)
• Posting Date: 17 Oct 2025
• Apply By: 31 Oct 2025

Key Responsibilities

1. Quality Audits & Compliance

• Review and monitor the quality of chat, call interactions with email and calls to ensure that they are in compliance with company standards and guidelines.
• Find issues with communication, process errors and issues with non-compliance to ensure quality service.
• Conduct random audits with scorecards and tools for quality control.
• Be sure to adhere to data privacy as well as information security and the regulations.
• Work with internal teams to improve the process of compliance and delivery of services.

2. Performance Evaluation

• Review the agent’s communication skills, professionalism, as well as the level of customer satisfaction.
• Examine multiple communication channels to determine KPIs such as CSAT, First Call Resolution (FCR), and Average Handling Time (AHT).
• Give structured and actionable feedback to help improve the performance of agents.
• Record audit results and prepare complete quality reports for management.

3. Process Optimisation & Training Support

• Recommend improvements to workflow and processes to increase efficiency and improve quality.
• Help the team with learning and development by creating training materials and providing feedback on coaching.
• Participate in the call session for calibration to ensure that quality standards are aligned for operations and auditors.
• Help to build SOPs and knowledge bases that enhance customer service and ensure consistency.

Required Skills & Qualifications

Education:

• A bachelor’s level degree is required in Communication, Business or another relevant discipline..

Core Competencies:

• Excellent writing and verbal English communication abilities.
• Attention to detail is a must, and the ability to evaluate the tone, accuracy and the quality of communications.
• Analytical thinking and the ability to discern high-quality measurements and trends.
• Competency proficiency in MS Excel, QA platforms, as well as the CRM software (e.g., NICE Nexidia CallMiner, Verint).
• A knowledge of BPO metrics such as FCR, AHT, CSAT, and NPS.
• Resilient to rapidly changing, dynamic environments that are constantly changing workflows and demands for business.

Desired Attributes

• Experience gained in the contact centre through hands-on evaluation of quality (voice and non-voice).
• The drive to improve customers’ experience as well as team efficiency.
• Collaboration, a strong attitude and determination and organisational abilities.
• Intention to acquire advanced auditing tools as well as new frameworks for quality.

How to Apply

The interested candidates are invited to apply by the 31st of September 2025 by making an application with a resume and cover letter through the official portal for careers or via email. Add “Application for BPO Analyst – Audit Process (Job ID 79950)” in the subject line.

eClerx Off Campus Drive – Apply Link

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