Quality Analyst

Vashi Electricals; Mumbai; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Vashi Electricals is seeking a meticulous Quality Analyst to monitor and evaluate customer service interactions across Voice, Chat, and Email. The role focuses on adherence to processes, data-driven improvements, and performance coaching to raise CSAT and NPS scores.

The candidate will work with QA scorecards, calibrations, and regular audits to standardize quality across channels and support knowledge base enhancements. Prior experience in CS QA is preferred.

Qualifications

• Experience in quality assurance for customer service channels.
• Ability to analyze CSAT and NPS data to drive improvements.
• Familiarity with SOPs, regulations, and process compliance.
• Proficiency in data analytics and reporting.

Responsibilities

• Monitor and evaluate voice, chat, and email quality using standard scorecards.
• Provide timely, actionable feedback to agents and team leaders.
• Ensure adherence to SOPs, guidelines, and policies across channels.
• Maintain CSAT, NPS, audit findings, and quality reports.
• Lead calibration sessions with Operations and Training to ensure consistency.
• Suggest SOP updates and knowledge base improvements from audit outcomes.
• Investigate escalated cases to identify root causes and prevent recurrence.

Skills

Data Analytics

Team Management

Quality Management

Data Pipeline Management

Process Standardisation

Customer Senior Management Connect

Excel skills

Time Management

Analyst

Problem Solving skills

Job description

Job Description

Role Overview

A detail-oriented and process-driven Quality Analyst (QA) to monitor and evaluate the quality of interactions (Inbound, Outbound, Chat & Email) handled by the Customer Service team. The QA will ensure adherence to process standards, identify gaps, and recommend actionable improvements to enhance customer satisfaction and service excellence.

Quality Monitoring

• Monitor and evaluate the quality of Voice (Inbound & Outbound), Chat, and Email interactions using standard evaluation forms and scorecards.
• Assess communication (clarity, grammar, tone), adherence to process, issue resolution, and overall customer handling.

Feedback & Coaching

• Share timely, constructive, and actionable feedback with agents and team leaders.
• Collaborate with Team Leaders to drive improvement through coaching and performance enhancement plans.

Process Compliance

• Ensure strict adherence to internal SOPs, regulatory guidelines, and company policies across all channels.
• Conduct periodic audits to check compliance and identify process deviations or risk areas.

Reporting & Analysis

• Maintain detailed records of CSAT, NPS, audit findings, scorecards, and quality reports.
• Generate daily/weekly/monthly quality MIS reports highlighting key trends, errors, and improvement areas.
• Analyze errors to determine training needs and process gaps.

Calibration & Quality Standardization

• Participate in regular calibration sessions with Operations, Training, and other stakeholders to maintain consistency in evaluations.
• Update QA forms, checklists, and scoring mechanisms as processes evolve.

Process Improvement

• Recommend process improvements, SOP updates, and customer handling guidelines based on audit outcomes.
• Contribute to knowledge base (FAQs, scripts) enhancement to reduce errors and improve FCR & CSAT.

Customer Escalation Audits

• Investigate and audit escalated cases to determine root causes and prevent recurrence.

Required Skills

• Data Analytics
• Team Management
• Quality Management
• Data Pipeline Management
• Process Standardisation
• Customer Senior Management Connect
• Excel skills
• Time Management
• Analyst
• Problem Solving skills