Quality Analyst

The iScale; Mumbai; On-site; INR 600,000 - 1,200,000; Full time

Benefits offered by this job

Design Your Own Benefits

Unlimited Wellness Leaves

Mental Wellness Support

Job summary

CoinDCX is seeking a Quality Analyst to guard trust in a fast-changing crypto environment. You’ll audit customer interactions across voice, chat, and email, ensuring accuracy and high quality standards, and benchmark quality scores to drive CSAT improvements.

You’ll work with external partners, perform root-cause analyses, coach agents with data-driven feedback, and deliver strategic insights to leadership.

Responsibilities

• Drive Service Excellence: Audit customer interactions across channels to ensure compliance, accuracy and quality, benchmarking scores to improve CSAT.
• Lead Partner Governance: Collaborate with external partners to align on quality benchmarks and audit frameworks for a seamless user experience.
• Own Root Cause Analysis: Deep-dive into customer pain points to identify the why behind the data.
• Coach for Impact: Deliver data-driven coaching and feedback to agents to improve performance and support quality.
• Deliver Strategic Insights: Synthesize audit findings into reports highlighting trends, risks and opportunities for product or process improvements.

Job description

About the Role: Quality Analyst

This isn’t a typical Quality Analyst role. At CoinDCX, trust is our most valuable currency, and you are the guardian of that trust. You won't just be “checking boxes”; you will be the bridge between our customers' expectations and our operational excellence. You will audit complex financial interactions, partner with external stakeholders to raise the bar of service, and turn raw data into actionable insights that shape our customer experience strategy.

What You’ll Do

• Drive Service Excellence: Perform rigorous audits of customer interactions across multiple channels (voice, chat, email) to ensure compliance, accuracy, and adherence to CoinDCX’s high quality standards. You will be responsible for benchmarking accurate Quality Scores and identifying key drivers that directly impact and improve CSAT.
• Lead Partner Governance: Collaborate closely with external partners to align on quality benchmarks, calibrate audit frameworks, and ensure a seamless experience for every CoinDCX user.
• Own Root Cause Analysis: Deep-dive into customer pain points and process failures to identify "the why" behind the data.
• Coach for Impact: Deliver data-driven coaching sessions and feedback loops to agents, empowering them to improve performance and deliver empathetic, precise support.
• Deliver Strategic Insights: Synthesize audit findings into clear, actionable reports for leadership, highlighting trends, risks, and opportunities for product or process improvement.

Why This Role Matters & What’s In It For You

You are the pulse of our customer sentiment. In a highly regulated and rapidly evolving industry like crypto, your work ensures that CoinDCX remains the most trusted platform in India. You’ll work closely with senior quality leadership, influence high-stakes operational decisions, and create visible impact in one of the world’s fastest-evolving industries.

Where We Work

We believe the best ideas emerge when people build together. Collaboration, speed, and trust come alive when teams share the same space. With this belief, we operate as a work-from-office organisation. This role is based out of our Mumbai office, where energy, alignment, and innovation move in real time.

Perks That Empower You

• Design Your Own Benefits: Flexible perks to match your lifestyle.
• Unlimited Wellness Leaves: Rest and recharge as you need.
• Mental Wellness Support: Access to therapy and wellness resources.