Quality Analyst- International Chat Process ( Lead Generation)

Quality Analyst- International Chat Process (Lead Generation)

CommVersion is seeking a dedicated and detail-oriented Quality Analyst (QA) who has audited chat conversations before and knows what separates a good chat from a great one: response time, tone in writing, probing, lead capture and the hand-off to the client. You will own quality for your assigned processes end to end. That means auditing and coaching, and also using Lean Six Sigma methods to find why quality gaps happen and fix them at the source.

This role suits someone from a chat-based quality background. Candidates whose experience is only in voice-based quality monitoring are unlikely to be a fit.

What the Job Involves

• Chat auditing and evaluation:

· Monitor and audit live chat conversations across clients and industries against defined quality parameters.

· Evaluate operator performance on accuracy, written communication, probing, lead qualification and process compliance.

· Identify quality gaps at operator, team and process level, and share clear, actionable feedback.

• Calibration and coaching:

· Organise and facilitate regular calibration sessions with Operations, Training and client stakeholders to keep scoring consistent.

· Coach operators one-to-one and in groups, and track whether their scores improve after feedback.

· Identify knowledge gaps and recommend training solutions such as Training Needs Analysis (TNA) and refresher sessions.

• Analysis and process improvement:

· Analyze chat and quality data regularly to find trends, recurring errors and improvement areas.

· Use Lean Six Sigma tools (Root Cause Analysis, Pareto Analysis, Fishbone Diagram, 5 Whys and FMEA) to find root causes and give Operations actionable insights.

· Lead process improvement projects that raise conversion, lead quality and customer experience, and measure their impact.

• Business impact:

· Capture Voice of Customer (VOC) and Voice of Business (VOB) to improve client satisfaction and process efficiency.

· Link chat quality findings to business results: conversion rate, CSAT, lead qualification and revenue.

· Prepare quality reports and dashboards in Excel for Operations leadership and clients.

• Ownership:

· Take independent ownership of quality for assigned processes, from audit to improvement.

· Work with Operations and Training teams to drive continuous improvement.

· Lead special projects and ad-hoc tasks that improve overall process quality.

What makes you an ideal candidate

● Minimum 1 year prior experience in a Quality Analyst role, preferably in a chat-based lead generation or chat process environment.

●Hands-on experience auditing chat conversations, evaluating operators, identifying quality gaps and conducting calibration sessions.

●Lean Six Sigma Green Belt certification is preferred. Candidates with practical Six Sigma knowledge who are willing to complete Green Belt certification will also be considered.

● Strong command of Excel and data analysis, with working knowledge of Pareto Analysis, Root Cause Analysis, Fishbone Diagram, 5 Whys and FMEA.

●Ability to connect chat quality with conversion, CSAT, lead qualification and revenue performance.

● Strong written and verbal articulation, with proven coaching and feedback skills.

Preferred qualifications

• Quality experience in live chat, chat-based sales or lead generation, rather than voice-only quality monitoring.
• Experience in a multi-client BPO or outsourcing environment.
• Experience building quality scorecards, audit forms or Excel dashboards.
• Comfort presenting quality insights to clients and senior stakeholders.

Upon joining, the candidate will be required to complete the Lean Six Sigma Green Belt certification (IASSC or equivalent) within one year from the date of joining.

Pay: ₹400,000.00 - ₹650,000.00 per year

Benefits:

• Health insurance
• Provident Fund

Application Question(s):

• Have you audited live chat conversations as part of a quality role?
• What kind of interactions did you mainly audit? (Chat only / Chat and voice / Voice only / Email only)
• If you are not Green Belt certified, are you willing to enrol during probation and clear the IASSC Green Belt exam within 6 months of enrolling?

Experience:

• Quality Analyst: 1 year (Required)

Language:

• Fluent English (Required)

License/Certification:

• Lean Six Sigma Green Belt (Required)

Work Location: In person