Quality Analyst

2 weeks ago

Chennai Indore, India Golden Opportunities Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Candidate Specification & Job Description:

  • Candidate should have 4+ years of experience as Quality Analyst.
  • Monitor and evaluate support interactions (calls, chats, emails) to ensure adherence to quality standards and SLOs.
  • Identify trends, gaps, and areas of improvement in agent performance and customer experience. Provide actionable feedback and coaching to agents to improve communication, technical accuracy, and customer satisfaction.
  • Collaborate with training and operations teams to update SOPs and knowledge base content.
  • Conduct root cause analysis for recurring quality issues and recommend process improvements.
  • Track quality metrics and prepare regular reports for leadership.
  • Ensure compliance with internal policies, client expectations, and regulatory standards.
  • Excellent verbal and written communication skills.
  • Strong analytical and observational skills.
  • Experience with QA tools and scorecards.
  • Familiarity with support workflows, ticketing systems, and ITIL practices.
  • Ability to deliver constructive feedback and coaching.
  • Proficiency in Google Workspace tools (Gmail, Docs, Sheets, Meet, etc.).
  • Prior experience in a support or service desk environment.
  • Exposure to Google product ecosystem (Gemini app, Notebook LLM, App Sheet, etc.).
  • Knowledge of quality frameworks (e.g., Six Sigma, COPC).
  • Google Workspace Administrator certification is a strong advantage.
  • Should be flexible with shifts.

Contact Person - Marilakshmi S

Email -

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