Quality Analyst

Digitide Solutions Limited; Kolkata District; On-site; INR 450,000 - 650,000; Full time

Job summary

Digitide Solutions Limited seeks a Quality Analyst to maintain and improve the quality of our customer service operations. You will assess interactions across calls, emails, and chats, and provide actionable feedback to enhance the customer experience.

With 2+ years in quality analysis, preferably BFSI, you will collaborate with team leads, monitor performance, and help implement quality standards and training needs to drive continuous improvement.

Qualifications

• 2+ years of experience in a quality analyst or similar role, preferably in a BFSI environment.
• Strong analytical skills and attention to detail.
• Excellent communication and interpersonal skills, with the ability to provide constructive feedback.

Responsibilities

• Conduct thorough quality assessments of customer interactions, including calls, emails, and chats.
• Provide constructive feedback to team members, highlighting areas of improvement and best practices.
• Analyze customer feedback and identify trends to enhance the overall customer experience.
• Collaborate with team leads and managers to develop and implement quality improvement initiatives.
• Ensure compliance with industry standards and regulations, maintaining a high level of professionalism.
• Monitor and evaluate team performance, identifying training needs and providing support.
• Stay updated with industry trends and best practices, sharing insights with the team.
• Maintain accurate records and generate reports on quality assessment findings.
• Participate in team meetings and contribute to the development of quality standards and guidelines.

Skills

Quality analysis

BFSI knowledge

Analytical skills

Communication

Quality tools

Tools

Quality assessment tools

Job description

Digitide started with a simple vision: to transform business operations and drive growth for enterprises across the globe.

For over 20 years, we’ve been at the forefront of this mission, creating lasting impact through AI-led digital solutions, smart business processes, and deep industry expertise. Our journey began as a partner to businesses looking to enhance operational efficiency and customer experiences. By combining the power of AI, data intelligence, and business process services, we’ve been able to help our customers master the digital age and stay ahead of the curve.

With a global presence across 40 locations in 5 countries and a team of 55,000 dedicated associates, we deliver transformative solutions that help businesses adapt, evolve, and thrive in a constantly changing world. We’re more than just a service provider we’re a committed partner driving meaningful impact every day. We leverage global expertise and local insights to help customers navigate challenges and seize new opportunities. With a focus on innovation, collaboration, and results, we continue to pave the way for the future of business.

Job Description

As a Quality Analyst, you will play a crucial role in maintaining and improving the quality of our customer service operations. Your primary responsibility will be to assess and analyze interactions, providing valuable feedback to enhance the overall customer experience. By identifying areas for improvement and implementing best practices, you will contribute to the continuous growth and success of our team.

Responsibilities

• Conduct thorough quality assessments of customer interactions, including calls, emails, and chats.
• Provide constructive feedback to team members, highlighting areas of improvement and best practices.
• Analyze customer feedback and identify trends to enhance the overall customer experience.
• Collaborate with team leads and managers to develop and implement quality improvement initiatives.
• Ensure compliance with industry standards and regulations, maintaining a high level of professionalism.
• Monitor and evaluate team performance, identifying training needs and providing support.
• Stay updated with industry trends and best practices, sharing insights with the team.
• Maintain accurate records and generate reports on quality assessment findings.
• Participate in team meetings and contribute to the development of quality standards and guidelines.

Qualifications

• A minimum of 2 years of experience in a quality analyst or similar role, preferably in a BFSI environment.
• Strong analytical skills and attention to detail.
• Excellent communication and interpersonal skills, with the ability to provide constructive feedback.
• Proficiency in using quality assessment tools and software.
• Knowledge of customer service best practices and industry standards.
• Ability to work independently and manage multiple tasks simultaneously.
• A customer-centric approach and a passion for delivering exceptional service.
• Familiarity with BFSI products and services is an asset.
• Strong problem-solving skills and a proactive attitude.
• Proficiency in Microsoft Office or similar productivity tools.

About Us

Digitide started with a simple vision: to transform business operations and drive growth for enterprises across the globe.

For over 20 years, we’ve been at the forefront of this mission, creating lasting impact through AI-led digital solutions, smart business processes, and deep industry expertise. Our journey began as a partner to businesses looking to enhance operational efficiency and customer experiences. By combining the power of AI, data intelligence, and business process services, we’ve been able to help our customers master the digital age and stay ahead of the curve.

With a global presence across 40 locations in 5 countries and a team of 55,000 dedicated associates, we deliver transformative solutions that help businesses adapt, evolve, and thrive in a constantly changing world. We’re more than just a service provider we’re a committed partner driving meaningful impact every day. We leverage global expertise and local insights to help customers navigate challenges and seize new opportunities. With a focus on innovation, collaboration, and results, we continue to pave the way for the future of business.

Job Info

• Job Identification 267159
• Job Category Customer Support/Operations | BPM