Customer Support Quality Analyst

24 hours ago

Mumbai, Maharashtra, India Knya Full time ₹ 9,00,000 - ₹ 12,00,000 per year

About Knya

At Knya, we serve over 10 lakh+ medical professionals and are on a mission to make healthcare workwear and services seamless. As part of this journey, we're strengthening our customer support function with quality checks to ensure that every interaction reflects our standard of excellence.

Role Overview

We are looking for a
Customer Support Quality Analyst
who will be responsible for monitoring, evaluating, and improving customer interactions across multiple support channels. The role ensures adherence to processes, service quality, and brand voice while providing actionable feedback to the support team.

Key Responsibilities

  • Conduct regular audits of customer interactions (calls, emails, chats, WhatsApp).
  • Evaluate conversations against defined quality standards (accuracy, empathy, resolution, compliance).
  • Document errors and provide constructive feedback to agents.
  • Identify recurring issues, training needs, and process gaps.
  • Collaborate with Team Leads and Training for continuous improvement.
  • Share periodic quality reports and insights with management.
  • Contribute to building and refining quality monitoring frameworks.

Must-Have Skills & Experience

  • 2+ years of experience in
    customer support quality analysis / QA
    .
  • Strong knowledge of customer support processes in
    e-commerce / D2C / retail
    .
  • Excellent communication and report-writing skills.
  • Ability to analyze large volumes of data and identify patterns.
  • Strong attention to detail and high accuracy.
  • Proficiency in MS Excel / Google Sheets for reporting.

Good-to-Have

  • Exposure to
    CRM tools
    (Freshdesk, Zendesk, Gorgias, etc.).
  • Experience in
    creating QA scorecards and SOPs
    .
  • Knowledge of
    customer experience metrics
    (CSAT, NPS, QA scores).
  • Ability to design and run
    calibration sessions
    with the team.
  • Prior experience in a
    startup / fast-paced environment
    .

Apply now by sharing your resume at to join our team.

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