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Job Title: Quality Analyst – Customer Service

Department: Customer Service

Location: Verdant-84 (Pune)

Employment Type: Full-Time

About the Role

We are looking for a detail-oriented and customer-focuse d Quality Analyst (QA) to join our customer service team. The QA will be responsible for monitoring, evaluating, and improving the quality of customer interactions across all channels - email, chat, voice, and social media - to ensure an exceptional experience for our customers. The ideal candidate will have strong analytical skills, a passion for customer satisfaction, and a keen eye for process improvement within an e-commerce environment.

Key Responsibilities

• Monitor and evaluate the quality of customer interactions (calls, chats, and emails) handled by customer service representatives.
• Develop and maintain quality monitoring forms, scorecards, and performance metrics.
• Provide constructive feedback and coaching to agents to enhance service quality and customer satisfaction.
• Identify process gaps and recurring issues, and collaborate with team leads and training teams to implement improvements.
• Conduct regular calibration sessions to ensure consistent quality evaluation across the team.
• Generate and analyze quality reports, identify trends, and recommend data-driven action plans.
• Participate