Quality Analyst

Quality Analyst

About the Role

We are hiring an experienced Quality Analyst for our Chat Process in Sector 144, Noida. If you have a passion for quality, coaching, process improvement, and delivering exceptional customer experience, this is an excellent opportunity to join an exciting U.S. Process with strong career growth.

Location: Sector 144, Noida
Work Mode: Work From Office (WFO)

Process: Chat Support (U.S. Process)
Shift: Rotational Shifts
Week Offs: Rotational (5 Days Working)

Key Responsibilities

• Monitor and evaluate chat interactions to ensure adherence to quality standards and client expectations.
• Conduct quality audits and provide actionable feedback to improve agent performance.
• Identify process gaps and recommend continuous improvement initiatives.
• Prepare and maintain quality scorecards, reports, and audit documentation.
• Partner with Operations and Training teams to improve service quality and customer satisfaction.
• Ensure compliance with SOPs, quality frameworks, and client requirements.
• Participate in calibration sessions to maintain scoring accuracy and consistency.
• Analyze quality trends and share insights to enhance overall process performance.

Eligibility Criteria

• Experience as a Quality Analyst in a BPO/Customer Support environment.
• Experience in Chat Process is preferred.
• E-commerce process experience will be an added advantage.
• Excellent written communication and analytical skills.
• Strong attention to detail and knowledge of quality tools, audits, and feedback mechanisms.

Why Join Us?

• Up to 7.5 LPA (30% salary hike) on your last drawn CTC.
• 5 Days Working.
• Opportunity to work on an exciting U.S. Process.
• Fast career growth and learning opportunities.
• Collaborative and performance-driven work culture.

Apply Now

If youre passionate about quality, customer experience, and driving operational excellence, wed love to hear from you.

Location: Sector 144, Noida (Work From Office)