Quality Analyst – Customer Support

Key Responsibilities

• Conduct sample audits of customer support advisors as per defined coverage criteria
• Perform hygiene audits for new processes, updates, and TCDs as required
• Execute ad hoc audits for critical or high-risk processes
• Carry out dip checks to assess real-time floor quality
• Conduct TM audits and internal calibration sessions with Advisors and Team Managers
• Perform competency assessments for new recruits and existing teams
• Define and track KPIs for advisors and team managers to monitor performance
• Promote continuous improvement and innovation through structured feedback mechanisms
• Gather insights from agents and customers to support process enhancements
• Set quality standards for agent and TM training to improve product knowledge and communication
• Define minimum training hours and support ongoing professional development initiatives
• Develop and manage compliance monitoring mechanisms for all customer interactions
• Ensure adherence to company policies, legal regulations, and industry standards
• Implement and monitor strict data security measures to safeguard customer information
• Ensure compliance with applicable data protection laws and regulations
• Establish and manage clear escalation processes for complex or critical customer issues
• Monitor complaint handling processes to ensure timely resolution and customer satisfaction
• Define and track CSAT targets through post-interaction surveys and feedback mechanisms
• Prepare weekly, monthly, and quarterly quality performance reports
• Participate in periodic quality reviews with stakeholders, as mutually agreed

Responsibilities may evolve based on business and client requirements.

Job Requirements:

Education

• Graduation (Bachelor’s degree)

Experience & Skills

• Experience in quality assurance within customer support or e-commerce operations preferred
• Strong understanding of audit frameworks, calibration processes, and compliance monitoring
• Knowledge of CSAT measurement, complaint handling, and escalation governance
• Close attention to detail with strong analytical and reporting skills
• Ability to work with cross-functional teams, including operations, training, and leadership
• Strong communication and documentation skills
• Commitment to data security, confidentiality, and regulatory compliance