Quality Analyst

Tech Mahindra Limited; Mumbai Suburban; On-site; INR 600,000 - 900,000; Full time

Job summary

Tech Mahindra Limited is seeking a Quality Analyst to monitor and evaluate customer interactions across calls, chats and emails to ensure quality, compliance and an exceptional customer experience.

You will drive continuous improvement through insights, coaching, and calibration, with 1–3 years of QA experience in Telecom or technical support, and strong Excel/Power BI skills.

Qualifications

• 1–3 years of contact centre quality assurance experience.
• Experience in Telecom, Broadband, Mobile, or Technical Support environments.
• Familiarity with quality frameworks, compliance standards, and performance management practices.

Responsibilities

• Conduct quality audits of calls, chats, and emails.
• Evaluate communication skills, troubleshooting, resolution quality, retention efforts, and process adherence.
• Identify performance trends, gaps, and root causes.
• Provide actionable feedback and coaching recommendations.
• Participate in calibrations to ensure scoring consistency.
• Prepare quality reports and present insights to stakeholders.
• Ensure compliance with authentication, regulatory, and customer data protection requirements.
• Support training initiatives and process improvements.

Skills

Analytical thinking

Communication skills

Customer-centric mindset

Tools

Microsoft Excel

Power BI

Job description

Quality Analyst Role Brief:

Monitor and evaluate customer interactions to ensure quality, compliance, and exceptional customer experience while driving continuous improvement across the contact centre.

Key Responsibilities:

• Conduct quality audits of calls, chats, and emails.
• Evaluate communication skills, troubleshooting, resolution quality, retention efforts, and process adherence.
• Identify performance trends, gaps, and root causes.
• Provide actionable feedback and coaching recommendations.
• Participate in calibrations to ensure scoring consistency.
• Prepare quality reports and present insights to stakeholders.
• Ensure compliance with authentication, regulatory, and customer data protection requirements.
• Support training initiatives and process improvements.

Key Skills:

• Strong analytical and problem-solving abilities.
• Excellent communication and coaching skills.
• Knowledge of telecom products, services, and technical support processes.
• Proficiency in quality frameworks, reporting, and Microsoft Excel/Power BI.
• Strong attention to detail and customer-centric mindset.

Success Measures:

• Achievement of quality and compliance targets.
• Improved advisor performance through effective feedback.
• Enhanced customer experience, resolution quality, and operational efficiency.

Experience & Qualifications

• 1-3 years of contact centre quality assurance experience preferred.
• Experience in Telecom, Broadband, Mobile, or Technical Support environments.
• Strong understanding of customer experiences principles.
• Familiarity with quality frameworks, compliance standards, and performance management practices.