Quality Analyst

Tech Mahindra; Pune District; On-site; INR 260,000 - 380,000; Full time

Benefits offered by this job

Cab pick-up and drop

Job summary

Tech Mahindra is seeking a Quality Assurance professional for its Pune-based contact centre. The role focuses on auditing calls, chats, and emails, and delivering coaching to improve customer interactions and resolution quality.

You will analyze data, identify trends, and present insights to stakeholders while ensuring adherence to regulatory and data-protection standards. Office-based with shift flexibility in a telecom environment.

Qualifications

• 1-3 years of contact centre quality assurance experience.
• 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.

Responsibilities

• Conduct quality audits of calls, chats, and emails.
• Evaluate communication, 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

Excellent communication

Coaching skills

Telecom product knowledge

Tools

Microsoft Excel

Power BI

Job description

Company - Tech Mahindra

Shift - Canadian Night shift

Rotational shift, Rotational Off

Work from office

Location - Yerwada, Pune

Cab pick-up and drop* IF COVERED WITHIN TRAVEL BOUNDARY*

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:

• Excellent communication and coaching skills.
• Knowledge of telecom products, services, and technical support processes.
• Proficiency in quality frameworks, reporting, and Microsoft Excel/Power BI.

Experience & Qualifications

• 1-3 years of contact centre quality assurance experience.
• 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.