Quality Analyst

Company - Tech Mahindra

Shift - Canadian Night shift

Rotational shift, Rotational Off

Work from office

Location - Yerwada, Pune

Cab pick-up and drop* IF COVERED WITHIN TRAVEL BOUNDARY*

Key Responsibilities:

• Conduct quality audits of calls, chats, and emails.
• Evaluate communication skills, troubleshooting, resolution quality, retention efforts, and process adherence.
• Identify performance trends, gaps, and root causes.
• Provide actionable feedback and coaching recommendations.
• Participate in calibrations to ensure scoring consistency.
• Prepare quality reports and present insights to stakeholders.
• Ensure compliance with authentication, regulatory, and customer data protection requirements.
• Support training initiatives and process improvements.

Key Skills:

• Excellent communication and coaching skills.
• Knowledge of telecom products, services, and technical support processes.
• Proficiency in quality frameworks, reporting, and Microsoft Excel/Power BI.

Experience & Qualifications

• 1-3 years of contact centre quality assurance experience.
• Experience in Telecom, Broadband, Mobile, or Technical Support environments.
• Strong understanding of customer experiences principles.
• Familiarity with quality frameworks, compliance standards, and performance management practices.

Interested candidates please send your resume on [email removed]

or whatsapp - [phone removed]