Quality Analyst - Customer Experience/Support

Urban Company (UC); Dadri, Faridabad District, Gurugram District; On-site; INR 350,000 - 480,000; Full time

Job summary

Urban Company (UC) in India is seeking a detail-oriented audit specialist to perform video audits of Full Home Cleaning service providers. You will review room-by-room footage, assess workmanship, and document gaps against our SOPs.

You will guide providers to re-clean where needed, liaise with customers to confirm satisfaction, and ensure all cases are closed within the defined TAT. Strong communication in English and Hindi and basic Excel/Sheets skills are required.

Qualifications

• Graduate or equivalent.
• Strong communication in English and Hindi.
• Comfortable with phone/video calls and basic Excel/Sheets.
• Attention to detail and customer-service orientation.
• Experience in quality, customer support, operations, or auditing preferred.

Responsibilities

• Call service providers and conduct video audits for Full Home Cleaning services across India.
• Evaluate quality through room-by-room/area-wise video inspection per SOP.
• Identify quality gaps and guide providers on corrections or re-cleaning.
• Connect with customers after the audit to confirm satisfaction and resolve concerns.
• Ensure cases are documented and closed within the defined TAT.
• Track and report recurring quality issues and support process improvement.

Skills

English

Hindi

Customer service

Education

Graduate or equivalent

Tools

Excel

Google Sheets

Phone/Video calls

Job description

• Call service providers and conduct video audits for Full Home Cleaning services across India.
• Evaluate the quality of work through a room-by-room/area-wise video inspection as per SOP.
• Identify quality gaps and guide providers on required corrections or re-cleaning.
• Connect with customers after the audit to check customer satisfaction and resolve concerns.
• Ensure cases are properly documented and closed within the defined TAT.
• Track and report recurring quality issues and support process improvement.

Requirements

• Graduate or equivalent.
• Good communication skills in English and Hindi.
• Comfortable with phone/video calls and basic Excel/Google Sheets.
• Strong attention to detail and customer-service orientation.
• Prior experience in quality, customer support, operations, or auditing is preferred.