Quality Analyst-Customer Service

Job Title: Quality Analyst – Customer Service

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About the Role

Quality Analyst (QA)

The ideal candidate will have strong analytical skills, a passion for customer satisfaction, and a keen eye for process improvement within an e-commerce environment.

Key Responsibilities

• Monitor and evaluate the quality of customer interactions (calls, chats, and emails) handled by customer service representatives.
• Develop and maintain quality monitoring forms, scorecards, and performance metrics.
• Provide constructive feedback and coaching to agents to enhance service quality and customer satisfaction.
• Identify process gaps and recurring issues, and collaborate with team leads and training teams to implement improvements.
• Conduct regular calibration sessions to ensure consistent quality evaluation across the team.
• Generate and analyze quality reports, identify trends, and recommend data-driven action plans.
• Participate in process audits and support customer service improvement initiatives.
• Ensure compliance with company policies, tone of voice, and brand standards.
• Assist in updating SOPs and best practices based on quality insights.

Qualifications & Skills

Education & Experience:

• Bachelor’s degree in any stream.
• 2–4 years of experience as a Quality Analyst in customer service, preferably in an e-commerce.

Technical & Soft Skills:

• Strong understanding of customer service processes and performance metrics (AHT, CSAT, QA scores, etc.).
• Experience with CRM and ticketing tools (e.g., Limechat, Ozontel,Zendesk, Freshdesk, Salesforce).
• Excellent analytical, communication, and reporting skills.
• Proficiency in Excel/Google Sheets and familiarity with data visualization tools.
• Strong attention to detail, objectivity, and problem-solving mindset.
• Ability to work collaboratively across teams and handle multiple priorities.

Key Performance Indicators (KPIs)

• QA audit accuracy and completion rate
• Customer satisfaction (CSAT/NPS) improvement
• Reduction in repeat contacts or escalations
• Timeliness and effectiveness of feedback delivery
• Process improvement recommendations implemented