Quality analyst

Excellis IT; Kolkata District; On-site; INR 300,000 - 420,000; Full time

Job summary

Excellis IT in Kolkata is seeking a Quality Analyst to review customer feedback surveys and coach agents to improve service quality. You will apply strong listening and analytical skills to identify root causes and suggest practical improvements.

The role requires 1–2 years in QA or customer support within a call center or BPO, plus solid verbal and written communication, and familiarity with CRM software, audio recording tools, and Microsoft Office.

Qualifications

• Usually 1 to 2 years of quality assurance or customer support experience in a call center or BPO.
• Strong verbal and written skills to explain feedback clearly.
• Familiarity with CRM software, audio recording tools, and Microsoft Office.
• Ability to review data, find root causes for errors, and suggest smart solutions.

Responsibilities

• Conduct and evaluate customer feedback surveys
• Deliver coaching feedback to agents
• Exceptional listening and analytical skills

Skills

Experience

Communication

Technical Skills

Analytical Mindset

Tools

CRM software

Audio recording tools

Microsoft Office

Job description

This is a place to grow, learn and connect. Everything that makes you who you are is welcome here.

Quality analyst

• Experience: Usually 1 to 2 years of quality assurance or customer support experience in a call center or BPO.
• Communication: Strong verbal and written skills to explain feedback clearly.
• Technical Skills: Familiarity with CRM software, audio recording tools, and Microsoft Office.
• Analytical Mindset: Ability to review data, find root causes for errors, and suggest smart solutions.

Description

Conduct and evaluate customer feedback surveys

Deliver coaching feedback to agents

Exceptional listening and analytical skills