Quality Analyst
1 week ago
Title: Quality Analyst – Customer Service Department: Customer Service / Operations Location: Verdant-84 (Pune) Employment Type: Full-Time About the Role We are looking for a detail-oriented and customer-focused Quality Analyst (QA) to join our customer service team. The QA will be responsible for monitoring, evaluating, and improving the quality of customer interactions across all channels—email, chat, voice, and social media—to ensure an exceptional experience for our customers. The ideal candidate will have strong analytical skills, a passion for customer satisfaction, and a keen eye for process improvement within an e-commerce environment. Key Responsibilities Monitor and evaluate the quality of customer interactions (calls, chats, and emails) handled by customer service representatives. Develop and maintain quality monitoring forms, scorecards, and performance metrics. Provide constructive feedback and coaching to agents to enhance service quality and customer satisfaction. Identify process gaps and recurring issues, and collaborate with team leads and training teams to implement improvements. Conduct regular calibration sessions to ensure consistent quality evaluation across the team. Generate and analyze quality reports, identify trends, and recommend data-driven action plans. Participate in process audits and support customer service improvement initiatives. Ensure compliance with company policies, tone of voice, and brand standards. Assist in updating SOPs and best practices based on quality insights. Qualifications & Skills Education & Experience: Bachelor’s degree in any stream. 2–4 years of experience as a Quality Analyst in customer service, preferably in an e-commerce. Technical & Soft Skills: Strong understanding of customer service processes and performance metrics (AHT, CSAT, QA scores, etc.). Experience with CRM and ticketing tools (e.g., Limechat, Ozontel,Zendesk, Freshdesk, Salesforce). Excellent analytical, communication, and reporting skills. Proficiency in Excel/Google Sheets and familiarity with data visualization tools. Strong attention to detail, objectivity, and problem-solving mindset. Ability to work collaboratively across teams and handle multiple priorities. Key Performance Indicators (KPIs) QA audit accuracy and completion rate Customer satisfaction (CSAT/NPS) improvement Reduction in repeat contacts or escalations Timeliness and effectiveness of feedback delivery Process improvement recommendations implemented
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Quality Analyst
11 hours ago
Kolkata, West Bengal, India Mervice Infotech Pvt. Ltd. Full timeCompany DescriptionMervice Infotech Pvt. Ltd. is a growing organization aiming to establish a strong presence in the BPO industry. The company is led by a dynamic leadership team and is committed to delivering exceptional results through innovative and cost-effective services. Mervice specializes in providing high-quality inbound and outbound services while...
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Quality Analyst
2 weeks ago
Kolkata, West Bengal, India Black And White Business Solutions Full time ₹ 35,00,000 - ₹ 65,00,000 per yearAbout ClientHiring for One of the Top most Prestigious Multinational CorporationsJob Title :Team LeadQuality AnalystProcess TrainerQualification :Only Graduates**NOTE: Walk-in interview will be in Kolkata but work location will be Hyderabad / Bangalore**Relevant Experience :Quality Anlayst- 4 + year exp in International customer serviceProcess Trainer- 2+...
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Quality Analyst
2 weeks ago
Kolkata, India Sundew Full timeAbout the Role :- We are looking for a Quality Analyst who will take ownership of end-to-end testing processes, collaborate closely with cross-functional teams, and ensure the delivery of high-quality software solutions. This role requires strong expertise in test planning, test case design, defect management, Agile methodologies, and root cause analysis,...
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Quality Analyst
1 week ago
Kolkata, India Sundew Full timeAbout the Role :-We are looking for a Quality Analyst who will take ownership of end-to-end testing processes, collaborate closely with cross-functional teams, and ensure the delivery of high-quality software solutions. This role requires strong expertise in test planning, test case design, defect management, Agile methodologies, and root cause analysis,...
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Quality Analyst
2 weeks ago
Kolkata, India Sundew Full timeAbout the Role :-We are looking for a Quality Analyst who will take ownership of end-to-end testing processes, collaborate closely with cross-functional teams, and ensure the delivery of high-quality software solutions. This role requires strong expertise in test planning, test case design, defect management, Agile methodologies, and root cause analysis,...
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Quality Analyst
2 weeks ago
Kolkata, India Sundew Full timeAbout the Role :- We are looking for a Quality Analyst who will take ownership of end-to-end testing processes, collaborate closely with cross-functional teams, and ensure the delivery of high-quality software solutions. This role requires strong expertise in test planning, test case design, defect management, Agile methodologies, and root cause analysis,...
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Quality Analyst
1 week ago
Kolkata, India Sundew Full timeAbout the Role :- We are looking for a Quality Analyst who will take ownership of end-to-end testing processes, collaborate closely with cross-functional teams, and ensure the delivery of high-quality software solutions. This role requires strong expertise in test planning, test case design, defect management, Agile methodologies, and root cause analysis,...
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Quality Analyst
2 weeks ago
Kolkata, India Sundew Full timeAbout the Role :- We are looking for a Quality Analyst who will take ownership of end-to-end testing processes, collaborate closely with cross-functional teams, and ensure the delivery of high-quality software solutions. This role requires strong expertise in test planning, test case design, defect management, Agile methodologies, and root cause analysis,...
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Quality Analyst
2 weeks ago
Kolkata, India Sundew Full timeAbout the Role :-We are looking for a Quality Analyst who will take ownership of end-to-end testing processes, collaborate closely with cross-functional teams, and ensure the delivery of high-quality software solutions. This role requires strong expertise in test planning, test case design, defect management, Agile methodologies, and root cause analysis,...
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Quality Analyst
2 weeks ago
Kolkata, West Bengal, India Gear Full time ₹ 4,50,000 - ₹ 7,50,000 per yearQuality AnalystJob description. If Interested share your resume at recruitment-PURPOSE OF THE POSITIONThe Quality Analyst (QA) in the Healthcare Accounts Receivable (AR) and Medical Billing team plays a critical role in maintaining service excellence by ensuring compliance with billing standards, payer guidelines, and internal processes. The QA monitors...
