Quality Analyst

Title: Quality Analyst – Customer Service

Department: Customer Service / Operations

Location: Verdant-84 (Pune)

Employment Type: Full-Time

About the Role

We are looking for a detail-oriented and customer-focused Quality Analyst (QA) to join our customer service team. The QA will be responsible for monitoring, evaluating, and improving the quality of customer interactions across all channels—email, chat, voice, and social media—to ensure an exceptional experience for our customers.

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