Quality Analyst - Contractual

Ciel HR; Mumbai Suburban; On-site; INR 350,000 - 550,000; Full time

Job summary

Ciel HR in Mumbai is seeking a Quality Analyst to oversee audits of customer interactions across Calls, Chat, Email, and social media, ensuring adherence to guidelines and driving improvements.

The ideal candidate has 1–2 years of QA experience with hands-on auditing, calibration, coaching, and reporting, plus strong Excel skills and clear communication. You will collaborate with Operations and Training on CAPA and compliance initiatives.

Qualifications

• 1–2 years of Quality Analyst experience in contact centre.
• Hands-on audits, quality monitoring, calibration, coaching, and reporting.
• Strong knowledge of QA metrics, BQ management, RCA, CAPA, and compliance.
• Proficient in Excel (VLOOKUP, XLOOKUP, Pivot Tables) and reporting tools.
• Excellent verbal and written communication.

Responsibilities

• Conduct quality audits for customer interactions across Calls, Chat, Email, and social media as per defined guidelines.
• Monitor transactions, identify quality gaps, and highlight process failure modes.
• Provide feedback and coaching to improve agent performance.
• Support Bottom Quartile (BQ) improvement initiatives and corrective action plans (CAPA).
• Participate in calibration sessions to ensure scoring consistency.
• Identify compliance and process adherence gaps and escalate.
• Prepare and publish quality reports, insights, and trend analysis.

Skills

Quality Analyst experience

Audit & Monitoring

Coaching & Feedback

RCA & CAPA

Communication skills

Tools

Excel

Job description

Role & responsibilities HR- 8691925089

• Conduct quality audits for customer interactions across Calls, Chat, Email, and social media as per defined guidelines.
• Monitor transactions, identify quality gaps, and highlight process failure modes.
• Provide feedback and coaching to improve agent performance.
• Support Bottom Quartile (BQ) improvement initiatives and corrective action plans (CAPA).
• Participate in calibration sessions to ensure scoring consistency.
• Identify compliance and process adherence gaps and escal
• Prepare and publish quality reports, insights, and trend analysis.

Preferred candidate profile

• Minimum 1-2 years of Quality Analyst experience in a Contact Centre / Customer Experience environment.
• Hands-on experience in transaction audits, quality monitoring, calibration, coaching, and reporting.
• Strong understanding of Quality metrics, BQ management, RCA, CAPA and compliance monitoring.
• Proficient in Microsoft Excel (VLOOKUP, XLOOKUP, Pivot Tables, Conditional Formatting) and reporting tools.
• Strong verbal and written communication skills.
• Ability to independently conduct audits, provide actionable feedback, and perform RCA.
• Must successfully clear Process, Quality, and Compliance Certifications during onboarding.
• Ability to work effectively with Operations, Training, and Quality stakeholders.
• Commitment to maintaining confidentiality and adhering to organizational policies and processes.