BPO Analyst – Call, Chat & Email Audit
eClerx — Mohali, Punjab
₹3–5 LPA (HireSetu estimate) · Entry level · Freshers eligible · Full-time · onsite · Apply by 30 Oct 2026
HireSetu listing reference 7c92ee — confirm requirements below, then apply on the employer site.
Quick answer: This is audit work, not a support seat: you listen to and read other people's customer calls, chats and emails and mark them against quality and compliance rules. Zero experience needed, but the job runs entirely on how precisely you can write up what went wrong.
From eClerx's job posting
Job Summary
We are looking for a detail-oriented and analytical BPO Analyst for the Call/Chat/Email Audit Process. The role involves monitoring and evaluating customer interactions across multiple communication channels to ensure quality, compliance, and excellent customer service. The ideal candidate will provide actionable feedback and recommend process improvements to enhance service efficiency.
✅ Quality Audits & Compliance
- Monitor and assess call/chat/email interactions to ensure adherence to company policies, compliance standards, and quality guidelines.
- Identify service gaps, communication errors, and training needs to improve overall customer experience.
- Ensure agents follow data security, privacy policies, and regulatory guidelines in all customer interactions.
✅ Performance Evaluation
- Provide constructive feedback to agents and team leads to enhance service quality.
- Identify trends and recurring issues in customer interactions and recommend improvement strategies.
✅ Process Optimization & Training Support
- Collaborate with team lead to suggest quality and coaching materials.
- Develop and implement best practices for handling customer interactions across voice, chat, and email.
- Work on process enhancements to improve efficiency, reduce errors, and enhance customer satisfaction.
?? Education & Experience
- Bachelor's degree in any field.
- Excellent verbal and written communication skills.
- Strong problem-solving and analytical thinking abilities.
- Ability to multitask, work in fast-paced environments, and adapt to evolving business needs.
Text from eClerx's official job posting, formatted by HireSetu. The employer's own page is the final word on details.
HireSetu's note
You are the one marking the conversation
The audits cover voice, chat and email, so most of your day is going through other people's customer interactions against a checklist of quality and compliance rules. You catch the missed step, the wrong information, the account detail read out when it shouldn't have been, and you write it up.
Freshers get hired into this, which puts the weight on your written English and how exactly you can describe a problem. Feedback like "tone was off" is useless to the agent receiving it. Half the skill is turning a rule into something a team lead can actually coach on.
The schedule follows the team you audit
Auditing voice interactions means your hours track the floor you're reviewing. Call centre operations in Mohali run late shifts and often a night rotation, and this role is onsite with no work-from-home option. Ask whether the roster is fixed or rotating and which client process you'd sit on, because a steady evening shift and a rotating one make for very different years.
Transport on night shifts is common at BPO operations in the region. Confirm what eClerx arranges before you say yes.
After a year on the audit desk
Quality analyst work is one of the standard entry points into a BPO career, and the usual next steps are senior QA, quality lead, or a move sideways into training and operations. What carries over is compliance monitoring, process writing and the habit of finding patterns across hundreds of interactions.
If you're aiming at analytics or process improvement later, that pattern-spotting is a decent foundation to build on.
Drafted with AI from eClerx's job posting and checked by Prashanth Jakkula before publishing. See our Editorial Policy.
How to apply
- Open eClerx's careers site with the Apply button.
- Enter your email address; Oracle sends a one-time code instead of asking for a password.
- Upload your resume or fill in the profile form, then answer the questions for this role.
- Submit and keep the confirmation email, which also lets you track the application.
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