Lead Analyst I

Etech Global Services, LLC; Vadodara; On-site; INR 600,000 - 900,000; Full time

Benefits offered by this job

Transportation allowance

Canteen Subsidy

Night Shift allowance

Attendance Bonus

Health Insurance

Tuition Reimbursement

Incentives (campaign-based)

Work Life Balance Initiatives

Rewards & Recognition

Internal movement through IJP

Job summary

Etech Global Services, LLC is seeking a Quality Assurance Supervisor in Vadodara to monitor and enhance customer interactions across calls, chats, and emails. You will coach agents, analyze performance data, and drive improvements in service quality.

You will collaborate with analysts and department heads to set standards, ensure compliance, and deliver training materials. This role also includes leadership responsibilities such as interviewing and guiding team members while upholding company

Qualifications

• Minimum 1 year experience in quality management or contact center operations.
• High school education or GED; offshore locations may apply.
• Proven experience leading a team with coaching and feedback.
• Strong understanding of customer service and QA standards.
• Familiarity with CRM, call monitoring, and reporting tools.
• Excellent interpersonal, problem-solving and decision-making skills.
• Attention to detail; able to identify trends in service quality.
• Ability to work independently and in a fast-paced environment.

Responsibilities

• Quality monitoring of calls, chats, and emails to ensure standards.
• Provide constructive feedback and develop performance plans.
• Generate and analyze quality reports; identify trends and issues.
• Suggest and implement workflow and policy improvements.
• Assist in creating and delivering training materials.
• Collaborate with analysts and supervisors to set performance standards.
• Ensure compliance with regulations and policies in interactions.
• Mentor analysts on monitoring practices and coaching.
• Lead a team, including interviewing, hiring, directing work, and appraisal.

Skills

Quality management

Team leadership

Coaching

Customer service principles

Time management

Organizational skills

Attention to detail

English communication

Independent & collaborative work

Education

High School Diploma or GED

Tools

CRM systems

Monitoring tools

Reporting software

Microsoft Office Suite

SQL

Python

Excel (advanced)

PowerPoint

Outlook

Teams

Job description

What We Offer:

• Transportation allowance
• Canteen Subsidy
• Night Shift allowance as per process
• Schedule Attendance Bonus
• Health Insurance
• Tuition Reimbursement
• Incentive components campaign wise
• Work Life Balance Initiatives
• Rewards & Recognition
• Internal movement through IJP

What You’ll Be Doing:

• Quality Monitoring: Regularly review and evaluate customer interactions (calls, chats, emails) to ensure compliance with company standards, processes, and customer service expectations.
• Feedback and Coaching: Provide constructive feedback to agents, identifying strengths and areas for improvement. Assist in creating development plans to help agents meet performance goals.
• Reporting & Analysis: Generate and analyze quality performance reports. Identify trends, recurring issues, and opportunities for improvement in service delivery.
• Process Improvement: Recommend and help implement improvements in workflows, policies, and procedures based on quality audits and performance reviews.
• Training Support: Assist in the development and delivery of training materials, ensuring agents are equipped with the knowledge and tools necessary to excel in their roles.
• Collaboration: Work closely with Analysts, supervisors, and department heads to set performance standards and ensure alignment with customer experience objectives.
• Compliance: Ensure compliance with industry regulations and company policies during all customer interactions.
• Mentorship: Act as a mentor for Analysts, providing guidance and best practices for monitoring and evaluating agent performance.
• Core Leadership tasks: As a leader within EI, responsible for overseeing a team of direct reports. Further, carrying out supervisory duties in alignment with the organization’s policies and applicable laws, such as interviewing, hiring, and monitoring employees. Additionally, coach and develop team members, plan, assign, and direct work, appraise performance, and address employee concerns, while also rewarding and disciplining as needed to resolve issues and ensure smooth operations.

What We Expect You To Have:

• Minimum of 1 years’ experience in quality management or contact center operations
• A minimum of a High School Diploma/high school grade 12 education (offshore locations), GED or equivalent is required.
• Proven experience leading a team, coaching, and providing performance feedback.
• Strong understanding of customer service principles and quality assurance standards.
• Familiarity with contact center technologies (CRM systems, call monitoring tools, reporting software).
• Excellent interpersonal, problem-solving and decision-making skills.
• Attention to detail and ability to identify trends and gaps in service quality.
• Ability to work independently and collaboratively in a fast-paced environment.
• Maintain a minimum 95% schedule adherence of self and the team.
• Must be accessible, available and flexible with shift timings.
• Personal:Excellent Written, Verbal English Communication skills and Excel (Data Analysis) are a prerequisite.
• Proven experience with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Teams, etc.).
  • Strong proficiency in Excel, including functions, formulas, data analysis, and reporting.
  • Experience with Word formatting and document preparation.
  • Ability to create and manage PowerPoint presentations and slideshows.
• Excellent time management and organizational skills.
• Basic SQL (Structured Query Language) & Python knowledge is essential for working with databases, extracting data, performing data analysis, data manipulation and automation
• Sufficient knowledge on Data Visualization and Storytelling to present complex data in accessible, persuasive and impactful ways and engage the clients/audience