Quality Analyst

Job Description

Location: Mumbai (Head Office) Department: Customer Experience / E-commerce Operations Reporting to: Quality Lead / CX Manager About The Souled Store: The Souled Store is India’s biggest brand for official licensed merchandise, known for its quirky, youth-centric fashion rooted in pop culture. We’re passionate about delivering a top-notch customer experience both online and offline—and quality plays a key role in that journey. Role Overview: As a Quality Analyst , you will be responsible for monitoring and evaluating customer interactions across support channels (email, chat, calls) to ensure consistent, high-quality service. You will work closely with support agents and team leads to identify improvement areas and uphold brand standards. Role Overview: As a Quality Analyst , you will be responsible for monitoring and evaluating customer interactions across support channels (email, chat, calls) to ensure consistent, high-quality service. You will work closely with support agents and team leads to identify improvement areas and uphold brand standards. Key Responsibilities: Monitor and evaluate inbound/outbound customer interactions (voice, chat, email). Develop and maintain quality checklists and scorecards for assessments. Identify gaps in communication, process adherence, and resolution accuracy. Provide actionable feedback and coaching to agents. Work closely with the training and operations teams to support performance improvement. Publish periodic quality reports and insights with recommendations. Collaborate with cross-functional teams to enhance the customer experience journey. Drive initiatives to improve CSAT/NPS and reduce error rates. Qualifications & Skills: Bachelor’s degree in any field. 1–3 years of experience as a Quality Analyst in customer service or e-commerce. Strong understanding of customer support metrics (CSAT, QA score & Response Times). Excellent written and verbal communication skills. Eye for detail, analytical mindset, and process orientation. Familiarity with CRM/ticketing tools like Freshdesk, Zendesk or similar is a plus. Passion for fashion, pop culture, and youth-driven content is a bonus! Why Join Us? Be part of a young, creative, and fast-growing brand. Work with a passionate team that thrives on innovation and fun. Enjoy exclusive TSS perks, flexible work culture, and a chance to shape India’s fashion future.