Quality Analyst

TATA 1 MG; Gurugram District, Dadri; On-site; INR 600,000 - 900,000; Full time

Job summary

TATA 1 MG is seeking a Quality Analyst (IJP) to audit customer interactions, identify quality gaps, and drive NPS/FCR improvements through coaching inputs and structured reporting. The role reports to Team Lead Quality / Training & Quality Manager and may involve travel to Noida (minimum 4 days/week).

Ideal candidates have at least 1 year in the current role, are designated as Senior Executive, and must have no PIP in the last 3 months. Rotational week off is part of the schedule.

Qualifications

• Minimum 1 year experience in current role.
• Currently designated as Senior Executive.
• No PIP in the last 3 months.

Responsibilities

• Audit customer interactions against quality parameters.
• Identify error patterns and prepare RCAs for critical misses.
• Track NPS, disposition accuracy, and FCR trends.
• Conduct Social Media audits.
• Conduct IPDC audits.
• Support Team Leaders with coaching interventions.
• Prepare quality reports and MIS.
• Participate in calibration sessions and continuous improvement initiatives.

Job description

Job Description Quality Analyst (IJP)

Reporting To

Team Lead Quality / Training & Quality Manager

Role Overview

Responsible for auditing customer interactions, identifying quality gaps, preparing RCAs, and driving NPS/FCR improvement through coaching inputs and structured reporting.

Eligibility Criteria

• Minimum 1 year experience in current role
• Currently designated as Senior Executive
• No PIP in the last 3 months
• Willing to travel to Noida (minimum 4 days/week)
• Rotational week off

Key Responsibilities

• Audit customer interactions against quality parameters.
• Identify error patterns and prepare RCAs for critical misses.
• Track NPS, disposition accuracy, and FCR trends.
• Conduct Social Media audits.
• Conduct IPDC audits.
• Support Team Leaders with coaching interventions.
• Prepare quality reports and MIS.
• Participate in calibration sessions and continuous improvement initiatives.