Quality Analyst (Support or Service Desk) Team lead

The Quality Analyst (Support or Service Desk) position based in Chennai & Indore requires a candidate with a minimum of 4 years of experience. As a Quality Analyst, your responsibilities will include monitoring and evaluating support interactions such as calls, chats, and emails to ensure compliance with quality standards and SLOs. You will be expected to identify trends, gaps, and areas of improvement in agent performance and customer experience, providing actionable feedback and coaching to enhance communication, technical accuracy, and customer satisfaction. Collaboration with training and operations teams to update SOPs and knowledge base content is crucial, as well as conducting root cause analysis for recurring quality issues and suggesting process improvements. Additionally, you will be responsible for tracking quality metrics, preparing reports for leadership, and ensuring compliance with internal policies, client expectations, and regulatory standards. To excel in this role, you must possess excellent verbal and written communication skills, strong analytical and observational abilities, and experience with QA tools and scorecards. Familiarity with support workflows, ticketing systems, and ITIL practices is advantageous, along with the ability to deliver constructive feedback and coaching. Proficiency in Google Workspace tools and prior experience in a support or service desk environment are required, with exposure to the Google product ecosystem and knowledge of quality frameworks like Six Sigma and COPC being beneficial. A Google Workspace Administrator certification will be a strong advantage for this position. Flexibility with shifts is essential. The role includes aspects of team leadership and requires the candidate to have a background in ITES/BPO/KPO. A B.Com degree is the minimum educational requirement for this full-time, permanent position. Key Skills: - Quality Analyst - Customer Experience Job Code: GO/JC/988/2025 Recruiter Name: Marilakshmi S,