Customer Service Quality Analyst (Int. BPO)

Globelance; Bengaluru; On-site; INR 414,000 - 506,000; Full time

Benefits offered by this job

Competitive salary package

Dynamic and collaborative environment

Professional development and training

Job summary

Globelance in Bangalore is seeking a Customer Service Quality Analyst to join our quality team. You will audit interactions across voice, chat, email and ticketing channels, identify trends, and collaborate with training to drive measurable improvements.

This on-site role requires 2–3 years of QA experience in a customer service environment. You will deliver structured feedback, participate in calibration sessions, and publish quality reports to inform leadership and agents.

Qualifications

• Minimum 2 to 3 years as a Quality Analyst in a customer service environment.
• Hands-on experience auditing interactions across voice, chat, or ticketing; exposure to multiple channels preferred.
• Proficient in English and Hindi; working knowledge of another Indian language is a plus.
• Strong analytical and problem-solving skills with keen attention to detail.
• Excellent verbal and written communication for delivering constructive feedback.

Responsibilities

• Audit customer interactions across voice, chat, ticketing, and email to assess quality against parameters.
• Identify critical errors and patterns affecting satisfaction and agent performance.
• Provide structured feedback and coaching to drive performance improvements.
• Own the end-to-end quality cycle including auditing, marking errors, feedback, calibration, and training needs.
• Collaborate with Training to translate findings into actionable floor improvements.
• Prepare and publish quality reports showing performance trends and development areas.

Skills

English proficiency

Hindi proficiency

Analytical skills

Communication skills

Problem solving

Job description

Customer Service Quality Analyst

Location: Bangalore

Salary: Up to 4.6 LPA

Experience: Minimum 2 to 3 years in a Quality Analyst role within a customer service environment

Key Responsibilities

• Audit Customer Interactions: Conduct thorough audits of customer interactions across voice, chat, ticketing, and email channels to assess quality against defined parameters.
• Identify Issues: Analyze audit findings to identify critical errors and patterns that impact customer satisfaction and agent performance.
• Feedback and Coaching: Convert audit findings into structured feedback and coaching sessions for agents to drive measurable improvements in performance.
• End-to-End Quality Cycle Ownership: Manage the entire quality cycle, including auditing, marking errors, delivering feedback, participating in calibration sessions, and identifying training needs.
• Collaboration: Work closely with the Training team to ensure findings lead to actionable improvements on the floor, rather than remaining as static reports.
• Quality Reporting: Prepare and publish quality reports that provide insights into performance trends and areas for development.

Qualifications

• Experience: Minimum 2 to 3 years as a Quality Analyst in a customer service environment.
• Channel Experience: Hands-on experience auditing interactions across at least one of the following: voice, chat, or ticketing. Exposure to multiple channels is preferred.
• Language Proficiency: Proficient in English and Hindi. Working knowledge of an additional Indian language is an added advantage.
• Analytical Skills: Strong analytical and problem-solving skills with a keen eye for detail.
• Communication Skills: Excellent verbal and written communication skills, capable of delivering constructive feedback effectively.

Benefits

• Competitive salary package.
• Opportunity to work in a dynamic and collaborative environment.
• Professional development and training opportunities.