Quality Analyst - International Customer Support Operations

Hexaware Technologies; Navi Mumbai; On-site; INR 300,000 - 520,000; Full time

Job summary

Hexaware Technologies is seeking a Quality Analyst to monitor calls, emails, and chat interactions for the Europe region, ensuring adherence to quality standards. The role involves delivering structured feedback, auditing 80% of active time, and driving continuous improvement through data-driven insights.

You will collaborate with Operations and Training teams, participate in huddle sessions, and help implement quality monitoring standards while tracking case lifecycles and corrective actions.

Qualifications

• 1+ year of Quality Assurance experience in a call center environment.
• Experience in an international/cross-border contact center is a plus.
• Excellent verbal and written communication skills.
• Strong customer service orientation and empathy.

Responsibilities

• Provide active feedback to agents via Call, Email and Chat.
• Generate audit trends and maintain 80% audit coverage.
• Implement and monitor Quality Monitoring Standards and follow-ups.
• Participate in team huddles and share insights on errors and updates.
• Collaborate with Managers and SMEs to improve processes.
• Analyze customer interactions to identify improvement areas.
• Maintain records of audit findings, trends and actions.

Skills

Quality Assurance

Call Center

Audit & Feedback

Communication

Education

Any Graduate

Job description

The Quality Analyst is responsible for monitoring calls, emails, and chat interactions with customers from the Europe region to ensure adherence to quality standards. The Quality Analyst provides structured and timely feedback to agents through call and case audits, analyzes audit outcomes, and identifies quality trends. The role includes implementing and maintaining Quality Monitoring Standards, tracking case lifecycle progress and follow-ups, and recommending corrective actions to drive continuous improvement. Additionally, the analyst actively participates in huddle sessions, shares insights on error patterns, process updates, and technical issues, and collaborates closely with the Operations and Training teams to enhance overall team performance and process effectiveness.

Job Responsibilities

• Provide active feedback to agents through Call, Email and Chat interactions, ensuring adherence to quality standards and identifying areas for improvement.
• Generate audit trends based on defined criteria or critical needs, without compromising the target of auditing 80% of available time.
• Implement Quality Monitoring Standards and monitor ID movements/follow-ups, taking corrective measures to drive continuous improvement.
• Participate in huddle sessions, sharing insights with team members regarding error trends, process updates, and technical issues to enhance overall performance.
• Collaborate closely with Assistant Managers and Subject Matter Experts (SMEs) on the process, fostering an environment of excellence and continuous learning.
• Conduct detailed analysis of customer interactions to identify areas for improvement and enhance the overall customer experience.
• Maintain accurate records and documentation of audit findings, trends, and corrective actions taken.
• Stay updated with industry best practices, regulatory guidelines, and process updates to ensure compliance and adherence to quality standards.
• Develop and implement training programs or coaching sessions to upskill agents based on identified skill gaps.
• Collaborate with cross-functional teams to streamline processes and implement process improvements

Criteria

• Any Graduate or 10th + 12th + 3 year Diploma
• Minimum 1+ year of experience in Quality Assurance in a call center environment. Experience in an international call center is preferred.
• Excellent verbal, written and interpersonal communication skills.
• Proven customer service skills and dedication to providing exceptional customer care.

Shifts timings

• Rotational Shifts between 12:00 PM and 12:00 AM. Any 9 hours of shift.