Quality Analyst

6 days ago

Pune, Maharashtra, India Palmonas Full time

About Palmonas:

Palmonas is a fast-growing D2C jewellery brand redefining modern demi-fine jewellery for today's generation. We combine creativity, craftsmanship, and performance-driven marketing to scale our digital presence and deliver exceptional brand experiences.

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

Address : - Office No 501/502/503/504/505(A), 5th Floor, Verdant 84, Plot 1, Lane Z, Koregaon Park Annexe, Mundhwa, Pune, Maharashtra

Website: -

Email Id: -

Job Types: Full-time, Permanent

Pay: ₹350, ₹450,000.00 per year

Benefits:

  • Health insurance
  • Paid sick time
  • Paid time off
  • Provident Fund

Ability to commute/relocate:

  • Pune, Maharashtra: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

  • What is your current net take home salary per month ?
  • What is your expected net take home salary per month ?
  • We are looking for immediate joiner, are you comfortable to join us immediately ? - YES/NO ?

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