Paul Mason Consulting

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1 Job openings at Paul Mason Consulting

Quality Analyst

Vadodara

1 years

INR 3.21 - 4.5 Lacs P.A.

On-site

Part Time

Job Summary: We are seeking a detail-oriented and analytical Quality Analyst to join our Managed Services team. The primary responsibility of this role is to conduct quality audits of customer interactions across voice calls, emails, and support tickets. The Quality Analyst will evaluate communication standards, compliance with internal processes, and customer satisfaction metrics to help improve overall service quality and team performance. Key Responsibilities: Perform regular audits of inbound and outbound customer calls and support tickets to evaluate the quality of service. Assess agent performance against predefined quality parameters and provide detailed feedback. Identify trends, gaps, and areas of improvement across customer interactions. Collaborate with L&D and Operations to develop coaching plans based on audit findings. Maintain accurate audit logs, performance dashboards, and quality scorecards. Ensure customer interactions are aligned with company policies, compliance standards, and brand tone. Participate in calibration sessions with other QA Analysts and Support Managers to maintain consistency in scoring. Provide actionable insights and recommendations to enhance customer satisfaction and reduce support issues. Help refine quality assurance frameworks and auditing templates as needed. Contribute to training programs by sharing common quality issues and customer pain points. Requirements: Bachelor’s degree in Business, Communications, or a related field (or equivalent work experience). 1+ years of experience in Quality Assurance, preferably in a customer support environment. Experience auditing voice calls, chat, and/or ticket-based support interactions. Strong understanding of customer service metrics (CSAT, NPS, FCR). Excellent communication and analytical skills. High attention to detail with the ability to identify subtle trends. Ability to provide constructive feedback and collaborate across teams. Preferred Qualifications: Experience in a SaaS, e-commerce, or tech support environment. Familiarity with Six Sigma or other quality frameworks. Knowledge of compliance and data privacy standards related to customer service.