Quality Analyst - Case & Communications Management

Rapsys Tech Solutions; Mumbai; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Rapsys Tech Solutions in Mumbai seeks a detail-oriented Quality Analyst to monitor and enhance the quality of operations across all process streams. You will conduct audits of emails, chats, and calls, evaluate communication standards, and drive corrective actions to ensure SOP adherence and compliant service delivery.

The role requires strong analytical skills, proficiency in Excel, and the ability to provide constructive feedback while maintaining quality scorecards and training initiatives.

Qualifications

• Graduate degree in any discipline; additional certifications are a plus.
• 2–4 years of experience in Quality/Audit/Customer Service
• Background in Customer Service/BPO environment is preferred.

Responsibilities

• Conduct regular audits of emails, WhatsApp interactions, calls, and system/platform activities.
• Evaluate communication quality (tone, accuracy, professionalism) as per guidelines.
• Identify process deviations and ensure strict adherence to SOPs.
• Track, categorize, and report critical and minor errors across the team.
• Perform Root Cause Analysis (RCA) and recommend corrective and preventive actions.
• Monitor TAT adherence and highlight delays or process gaps.
• Audit documentation quality (case updates, uploads, naming conventions, etc.).
• Provide structured and actionable feedback to team members and management.
• Maintain quality scorecards, dashboards, and performance reports.
• Support training initiatives based on quality gaps identified.
• Ensure consistency in templates, scripts, and communication standards.
• Create, update, and ensure end-to-end follow-up on SOPs and process documentation.
• Collaborate with the Assistant Manager to improve overall process quality.

Skills

Excellent communication

Analytical thinking

SOP understanding

Quality audits

Root Cause Analysis

Feedback & improvements

Excel skills

End-to-end follow-up

Ownership & accountability

Education

Bachelor's degree

Tools

Excel

Job description

Job Summary

Quality Analyst - Case Communications Management. Location: Mumbai. Employment Type: Full-time | Work from Office. Working Days: 5 Days (Saturday Sunday Fixed Off). Reports to: Manager - Case Communications. Role Overview: We are looking for a detail-oriented and analytical Quality Analyst to monitor, evaluate, and enhance the quality of operations across all process streams. This role requires strong process understanding, attention to detail, and the ability to identify gaps, drive corrective actions, and ensure strict adherence to SOPs, communication standards, and compliance requirements. The candidate will play a key role in maintaining high service standards and driving continuous process improvement.

Key Responsibilities

• Conduct regular audits of emails, WhatsApp interactions, calls, and system/platform activities
• Evaluate communication quality (tone, accuracy, professionalism) as per defined guidelines
• Identify process deviations and ensure strict adherence to SOPs
• Track, categorize, and report critical and minor errors across the team
• Perform Root Cause Analysis (RCA) and recommend corrective and preventive actions
• Monitor TAT adherence and highlight delays or process gaps
• Audit documentation quality (case updates, uploads, naming conventions, etc.)
• Provide structured and actionable feedback to team members and management
• Maintain quality scorecards, dashboards, and performance reports
• Support training initiatives based on quality gaps identified
• Ensure consistency in templates, scripts, and communication standards
• Create, update, and ensure end-to-end follow-up on SOPs and process documentation
• Collaborate closely with the Assistant Manager to improve overall process quality

Eligibility

• Qualifications Graduate in any discipline (additional certifications are a plus)
• Experience: 2-4 years in Quality / Audit / Customer Service
• Preferred Background: Customer Service / BPO environment

Required Skills

• Excellent written and verbal communication skills
• Strong analytical and observation skills
• Strong understanding of SOP-driven processes
• Experience in quality audits and RCA
• Ability to provide constructive feedback and drive improvements
• Good working knowledge of Excel (mandatory)
• Experience in SOP creation, documentation, and end-to-end follow-up
• Tech-savvy with the ability to work on multiple tools and dashboards
• Strong ownership mindset and accountability