Quality Analyst

Vashi Integrated Solutions; Navi Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

Vashi Integrated Solutions is seeking a detail-oriented Quality Analyst to monitor customer service interactions (voice, chat, email) and ensure adherence to SOPs and policies. You will evaluate quality using scorecards, provide coaching, and help drive improvements across teams.

Role includes maintaining CSAT/NPS data, generating quality MIS reports, and participating in calibration sessions to standardize evaluations. Strong data analytics and communication skills are essential.

Qualifications

• QA role focused on monitoring the quality of customer service interactions across voice, chat and email.
• Ensure adherence to SOPs, regulatory guidelines, and company policies.
• Maintain quality MIS reports and calibration with Operations, Training and other stakeholders.
• Provide timely, constructive feedback and coaching to agents and team leaders.
• Analyze CSAT, NPS and quality trends to identify training needs.

Responsibilities

• Monitor and evaluate quality of Voice (Inbound/Outbound), Chat, and Email interactions using standard forms and scorecards.
• Assess communication clarity, tone, adherence to process, issue resolution and overall handling.
• Share actionable feedback with agents and team leaders; collaborate to drive improvement.
• Ensure strict adherence to internal SOPs, guidelines and policies; conduct periodic audits.
• Maintain records of CSAT, NPS, audit findings, scorecards and quality reports.
• Generate daily/weekly/monthly quality MIS reports highlighting trends and improvement areas.
• Update QA forms and scoring mechanisms as processes evolve.
• Participate in calibration sessions to maintain evaluation consistency.
• Recommend process improvements and contribute to knowledge base enhancements.
• Investigate escalated cases to determine root causes and prevent recurrence.

Skills

Data Analytics

Team Management

Quality Management

Data Pipeline Management

Process Standardisation

Customer

Senior Management

Excel

Time Management

Analyst

Problem Solving

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.
• 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.
• 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