Quality Analyst

Job Summary

As a Quality Analyst, you will evaluate customer interactions, ensure adherence to defined quality benchmarks, and provide actionable feedback to improve performance. The role requires strong analytical ability, coaching capability, and a detailed understanding of compliance standards across assigned programs.

Key Responsibilities

• Audit new and existing staff on e-commerce process knowledge, systems, and regulatory standards.
• Listen to and score call recordings to validate accuracy and compliance.
• Provide structured coaching and improvement feedback to team members.
• Maintain a functional understanding of assigned programs and quality requirements.
• Document audit findings on defined QA scorecards with factual written explanations.
• Prepare weekly and monthly monitoring summary reports.
• Ensure each assigned agent is audited as per the defined monitoring frequency.
• Participate in weekly calibration sessions to maintain scoring consistency.
• Deliver quality review sessions and structured feedback discussions.
• Act as a subject matter expert and support supervisors when required.
• Collaborate with internal quality and operations teams to strengthen service standards.
• Adapt to evolving operational requirements and compliance updates.

Job Requirements

Education

• Graduation from a recognized institution.

Experience Skills

• Previous experience as a Quality Analyst is mandatory.
• Minimum 12 months of continuous experience on a customer support project.
• Strong understanding of call monitoring, quality scorecards, and calibration practices.
• Excellent interpersonal and coaching skills.
• Ability to remain composed and professional during peak volumes.
• Strong multitasking ability with adherence to deadlines.
• Basic proficiency in Microsoft Office applications.

Language & Communication Requirements

• Strong verbal and written communication skills required.
• Ability to deliver structured, constructive performance feedback.

Other Requirements

• Must be able to attend on-location training to accept this position.
• This is an onsite and Work-from-office role.
• Work Mode: WFO
• Location: Siliguri, India

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.