Quality Analyst Customer Support

Job Description: Quality Analyst – Customer Support

Company: FLiCKA Cosmetics Pvt. Ltd.
Department: Customer Support
Position: Quality Analyst

Job Summary

We are looking for a detail-oriented Quality Analyst to monitor customer support interactions, evaluate service quality, and ensure adherence to company standards and customer service processes.

Key Responsibilities

• Monitor and evaluate customer calls, chats, and other support interactions.
• Conduct quality audits and identify performance gaps.
• Provide constructive feedback and coaching to customer support executives.
• Track quality scores, customer satisfaction, and recurring customer issues.
• Prepare quality reports and recommend process improvements.
• Ensure compliance with company policies, scripts, and service standards.
• Coordinate with team leaders to improve overall customer experience.

Requirements

• 1–3 years of experience in quality analysis, preferably in customer support or a call centre.
• Strong analytical, communication, and reporting skills.
• Knowledge of quality monitoring frameworks and customer service metrics.
• Proficiency in Excel and Google Sheets.
• Attention to detail and a problem-solving mindset.

Preferred Candidate: A proactive professional who can improve team performance, maintain service standards, and enhance customer satisfaction.

Pay: ₹20,000.00 - ₹35,000.00 per month

Benefits:

• Paid time off

Work Location: In person