Quality Analyst
Vashi Integrated · Retail & E-commerce
- Navi Mumbai, India
- On-site
- Posted today
- Operations & Supply Chain
About the job
Experience: 4
Job Description
Role Overview: A detail-oriented and process-driven Quality Analyst (QA) to monitor and evaluate the quality of interactions (Inbound, Outbound, Chat & Email) handled by the Customer Service team. The QA will ensure adherence to process standards, identify gaps, and recommend actionable improvements to enhance customer satisfaction and service excellence.
✅ Quality Monitoring:
Monitor and evaluate the quality of Voice (Inbound & Outbound), Chat, and Email interactions using standard evaluation forms and scorecards.
Assess communication (clarity, grammar, tone), adherence to process, issue resolution, and overall customer handling.
✅Feedback & Coaching:
Share timely, constructive, and actionable feedback with agents and team leaders.
Collaborate with Team Leaders to drive improvement through coaching and performance enhancement plans.
✅ Process Compliance:
Ensure strict adherence to internal SOPs, regulatory guidelines, and company policies across all channels.
Conduct periodic audits to check compliance and identify process deviations or risk areas.
✅ Reporting & Analysis:
Maintain detailed records of CSAT, NPS, audit findings, scorecards, and quality reports.
Generate daily/weekly/monthly quality MIS reports highlighting key trends, errors, and improvement areas.
Analyze errors to determine training needs and process gaps.
✅ Calibration & Quality Standardization:
Participate in regular calibration sessions with Operations, Training, and other stakeholders to maintain consistency in evaluations.
Update QA forms, checklists, and scoring mechanisms as processes evolve.
✅ Process Improvement:
Recommend process improvements, SOP updates, and customer handling guidelines based on audit outcomes.
Contribute to knowledge base (FAQs, scripts) enhancement to reduce errors and improve FCR & CSAT.
✅ Customer Escalation Audits:
Investigate and audit escalated cases to determine root causes and prevent recurrence.