Quality Analyst

Vashi Integrated Solutions; Turbhe; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Vashi Integrated Solutions is seeking a meticulous Quality Analyst in India to monitor quality across Voice, Chat, and Email interactions. You will ensure adherence to SOPs and regulatory guidelines, identify gaps, and suggest actionable improvements to elevate customer satisfaction and service excellence.

The role involves providing timely feedback to agents and team leaders, collaborating for coaching plans, maintaining detailed quality records, and generating regular MIS reports to highlight

Qualifications

• Experience evaluating QA across voice, chat, and email channels.
• Strong understanding of SOPs, regulatory guidelines, and process compliance.
• Ability to generate quality MIS reports and insights.
• Calibration and coaching experience a plus.

Responsibilities

• Monitor and evaluate interactions using standard forms and scorecards.
• Provide actionable feedback to agents and team leaders.
• Identify process gaps and suggest improvements.
• Maintain quality records and generate periodic QM reports.
• Participate in calibration sessions to standardize QA.

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