Quality Analyst
7 hours ago
Title: Quality Analyst – Customer ServiceDepartment: Customer Service / OperationsLocation: Verdant-84 (Pune)Employment Type: Full-TimeAbout the RoleWe 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 ResponsibilitiesMonitor 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 & SkillsEducation & 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 rateCustomer satisfaction (CSAT/NPS) improvementReduction in repeat contacts or escalationsTimeliness and effectiveness of feedback deliveryProcess improvement recommendations implemented
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Quality Analyst
4 weeks ago
bangalore, India Lepide Full timeQuality Analyst Position Summary: We are looking for Quality Analyst (Manual) with 2 plus years of industry experience to work alongside our growing team of quality analysts and product developers. The QA will be responsible for ensuring the product meets the established standards of quality including reliability, usability and performance. Desired Candidate...
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Quality Analyst
10 hours ago
bangalore, India Convin Full timePosition: Quality Analyst Growth Consultant- BPOAbout ConvinConvin is a Conversation Intelligence platform built by IIT Delhi alumni to transform sales, collections, and customer experience. With our proprietary AI and automation, we help enterprises analyze conversations, drive insights, improve conversions, and deliver exceptional customer...
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Quality Analyst
6 days ago
bangalore, India Natwest Group Full timeJoin us as a Quality AnalystIf you have a keen eye for detail, then this could be the role for you as you make sure that only well designed and built work packages get through quality testingYou'll be the quality conscience of the team, assisting them to write and maintain automated tests as a standard way of workingJoining us in this fast paced role, you'll...
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Call Quality Analyst
5 days ago
bangalore, India Vatatree Consulting Full timeJob Description The Call Quality Analyst is responsible for evaluating the quality of customer interaction. This role involves monitoring and assessing inbound and outbound calls to ensure that customer service representatives are meeting the company's standards of performance and customer satisfaction. The analyst provides feedback, coaching, and actionable...
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Quality Assurance Analyst
2 weeks ago
bangalore, India CareerUS Solutions Full timeQuality Assurance (QA) Analyst – Job Description Position Summary The Quality Assurance Analyst is responsible for testing software applications, identifying defects, and ensuring high-quality deliverables. The role involves creating test plans, executing test cases, documenting results, and collaborating with development teams to improve product quality....
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Quality Analyst
3 weeks ago
bangalore, India Leap Full timeAbout the role: We're expanding our Learning & Development team and are looking for quality analysts who have great attention to detail and have the knack to share feedback to improve sale agents' efficiency. Charter of the role will include: Conduct audits of the phone calls and video sessions to assess the domain expertise, product knowledge, and soft...
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Quality Analyst
2 weeks ago
bangalore, India Firstsource Full timeA RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, the UK, India, and Philippines. Our 'rightshore' delivery model offers solutions covering complete customer lifecycle across...
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Quality Analyst
7 days ago
bangalore, India Firstsource Full timeA RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, the UK, India, and Philippines. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across...
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Quality Analyst
5 days ago
bangalore, India TLC DigiTech Pvt. Ltd. Full timeDesignation : Quality Analyst Cum Training Location : Jasola District Centre, Delhi Company Website : Key Responsibilities: Design, develop and conduct product, process, and sales training. Create a continuous learning plan to train sales teams on power talking lines, managing scripts and brand messaging. Conduct soft skills training with a focus on English...
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Quality analyst
15 hours ago
bangalore, India Firstsource Full timeA RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, the UK, India, and Philippines. Our 'rightshore' delivery model offers solutions covering complete customer lifecycle across...
