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Perfora
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Quality Analyst - Customer Experience

Quality Analyst - Customer Experience

Perfora

1 - 3 years

3 - 5 Lacs

gurugram

Posted:4 weeks ago| Platform:

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Skills Required

quality standards excel analytical quality analyst standard operating procedures e-commerce customer support customer experience qa tools monitoring

Work Mode

Work from Office

Job Type

Full Time

Job Description

We are looking for a detail-oriented and analytical

Quality Analyst

to join our

Customer Experience team.

This role will focus on monitoring, evaluating, and improving the quality of customer interactions across channels (calls, chats, emails, etc.).

Key Responsibilities

Conduct regular audits of customer interactions (calls, chats, emails, social responses) to ensure compliance with quality standards and process guidelines.
Evaluate customer support representatives on communication, empathy, accuracy, process adherence, and problem resolution.
Identify gaps, areas of improvement, and training needs to enhance agent performance.
Collaborate with the CX team to design feedback mechanisms and quality checklists.
Track and report on quality metrics, highlighting trends and insights to management.
Support in building standard operating procedures (SOPs) for a consistent customer experience.
Provide constructive feedback and coaching inputs to team members to uplift performance.
Ensure that all customer communications meet company policies, tone of voice, and customer-first principles.

What We re Looking For

Bachelor s degree in any discipline (Business/Commerce preferred).
1 3 years of experience in Quality / Customer Support / Call Auditing roles (B2C / D2C / E-commerce / Service industries preferred).
Strong communication skills written and verbal.
Excellent attention to detail, analytical mindset, and problem-solving ability.
Proficiency in MS Excel/Google Sheets; knowledge of QA tools is a plus.
Ability to work in a fast-paced, customer-first environment.

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