Quality Analyst

Job Description

Job Title: Quality Analyst (QA) Location:Hyderabad Key Responsibilities:1. Quality Monitoring & Case Audits:Conduct regular audits of Tier 3 support cases to ensure accuracy, compliance, and adherence to policies. 2. Performance Analysis & Reporting:Analyze agent performance trends and create quality improvement reports. Maintain quality scorecards and dashboards to track individual and team performance. 3. Training & Continuous Improvement:Provide constructive feedback and coaching to agents on case resolution, policy enforcement, and communication. Collaborate with SMEs and Team Leads to develop quality training programs and process enhancements. Required Qualifications & Skills: ✔ 2-4 years of experience in Quality Assurance, Trust & Safety, content moderation, ✔ Strong understanding of E commerce - Market Place Store policies, policy enforcement, and quality assessment methodologies. ✔ Excellent analytical skills, attention to detail, and ability to provide actionable feedback. ✔ Strong communication and coaching skills to drive performance improvements