Quality Analyst - BPO

Quality Analyst Executive

Company Name: LMES Academy Private Limited

Website: https://www.lmes.in/

LinkedIn: https://www.linkedin.com/company/lmes-academy/mycompany/

Role: Quality Analyst Executive

Experience: 1 Year to 3 Years

Location: Urapakkam, Chennai

Shift: Rotational Shift

About the Role

We are looking for a detail-oriented and tech-savvy Quality Analyst to join our growing EdTech team. In this role, you will be responsible for auditing customer interactions across calls, chats, and support tickets, ensuring high-quality communication and a seamless learner/parent experience.

If you are passionate about driving quality, coaching teams, and improving customer conversations, we’d love to connect with you!

Key Responsibilities

• Audit voice calls, chat conversations, and email/ticket responses
• Evaluate interactions using quality scorecards and defined audit parameters
• Provide actionable feedback and coaching to improve agent performance
• Identify quality gaps, recurring issues, and training needs
• Define and refine quality frameworks, KPIs, and audit parameters
• Collaborate with Operations, Training, and Product teams to improve processes
• Prepare and share quality reports, insights, and dashboards
• Ensure adherence to process, compliance, and communication standards

Skills & Requirements

• 2–5 years of experience in Quality Assurance / Quality Analyst role
• Strong experience in auditing calls, chats, and support tickets
• Hands-on experience with QA tools, CRM platforms (Zendesk/Freshdesk), or audit systems
• Excellent communication, listening, and analytical skills
• Ability to provide constructive and structured feedback
• Strong knowledge of quality metrics, scorecards, and calibration processes
• Proficiency in Excel / Google Sheets for reporting
• Tech-savvy with the ability to quickly adapt to new tools

Preferred (Good to Have)

• Experience in EdTech / SaaS / Customer Support domain
• Understanding of student and parent journey
• Exposure to call calibration sessions and quality benchmarking

Key Success Metrics

• Quality Scores & Audit Accuracy
• Feedback Effectiveness
• Reduction in Repeat Errors
• CSAT / Customer Experience Improvement
• Process Adherence

Why Join Us?

• Be part of a fast-growing EdTech company
• Opportunity to drive real impact on customer experience
• Work closely with cross-functional teams
• Growth opportunities in Quality, Training, and Operations

Pay: ₹12,000.00 - ₹20,000.00 per month

Benefits:

• Flexible schedule
• Food provided
• Provident Fund

Work Location: In person