Quality Analyst

Hexaware Technologies; Nagpur District; On-site; INR 400,000 - 600,000; Full time

Job summary

Hexaware Technologies is looking for a Quality Analyst in Nagpur, India. The role involves providing feedback to agents, monitoring compliance with quality standards, and driving overall team performance in an Ecommerce environment.

Applicants should have a minimum of 1 year of experience, strong analytical skills, and familiarity with quality improvement methodologies such as Lean and Six Sigma.

The position offers flexible shifts and focuses on improving customer experience.

Qualifications

• Minimum 1 year experience as a Quality Analyst.
• Familiarity with Quality tools and improvement methodologies.
• Strong analytical skills to prepare detailed reports.

Responsibilities

• Provide feedback to agents and generate audit trends.
• Monitor ID movements and take corrective actions.
• Track quality KPIs and deliver actionable reports.

Skills

Quality monitoring

Analytical skills

Feedback and coaching

Knowledge of Lean and Six Sigma

Job description

Job Responsibilities (Must have)

• Provide active, timely feedback to agents via Call/ID and generate audit trends while meeting audit targets in 80% of available time.
• Implement and enforce Quality Monitoring Standards; monitor ID movements and follow‑ups and take corrective actions.
• Participate in huddles; share error trends, process updates, and technical issues with the team.
• Work closely with Assistant Managers and SMEs to drive team and process performance improvements.
• Contact dissatisfied customers and provide detailed analysis and remediation recommendations to improve customer experience.
• Produce detailed analyses for escalations, product/process launches, and process changes.
• Coordinate and facilitate calibration sessions to ensure consistent scoring and adherence to quality norms.
• Track quality KPIs and deliver actionable reports for continuous improvement.

Job Responsibilities (Desired)

• At least one year as a Quality Analyst in an Ecommerce process.
• Prior experience in a BPO environment supporting Ecommerce customer service.

Criteria (Must have)

• Minimum 1 year experience as a Quality Analyst in a similar role; Ecommerce customer service background preferred.
• Proven experience in delivering feedback and coaching to drive measurable improvement.
• Familiarity with Quality tools and continuous improvement methodologies (Lean, Kaizen, Six Sigma).
• Strong analytical skills with ability to prepare detailed QA reports and escalation analyses.

Criteria (Desired)

• Quality Audit experience in an Ecommerce environment.
• Hands‑on experience in Ecommerce customer support processes.

Shift & Other Details

• Shift timings: Flexible shifts; rotating Day and Night.
• Week off: 5 days working, 2 days rotational off.