Quality Analyst - International (Ecommerce Domain)

TP; Zone 7 Ambattur; On-site; INR 300,000 - 420,000; Full time

Job summary

TP invites applications for a Quality Analyst (International Voice & Chat) based in Chennai (Ambattur). Immediate to 15 days joiners preferred; 1-4 years of experience in international BPO/KPO required.

You will monitor customer interactions, conduct audits, and drive improvements with a focus on QA metrics, CSAT, AHT, and FCR. Proficiency in MS Excel and reporting is essential.

Qualifications

• Minimum 1 year experience as a Quality Analyst in an International Voice/Chat process.
• Excellent communication and analytical skills.
• Strong understanding of QA metrics, CSAT, AHT, FCR, and compliance standards.
• Proficiency in MS Excel and reporting.
• Ability to deliver feedback and coaching effectively.

Responsibilities

• Monitor and evaluate customer interactions (voice calls and chats) as per quality standards.
• Conduct audits and provide constructive feedback to agents.
• Identify performance gaps and recommend process improvements.
• Maintain quality scorecards and prepare quality reports.
• Ensure compliance with client guidelines, SOPs, and process requirements.
• Analyze customer experience trends and highlight improvement areas.
• Participate in calibration sessions with operations and training teams.

Skills

Quality Analyst

Communication

Analytical skills

QA metrics

CSAT

AHT

FCR

Compliance

Education

Any Graduate

Tools

MS Excel

Job description

Quality Analyst (Voice & Chat Process - International)

Only Ecommerce domain exp

Only Immediate to 15days joiners

Job Title:

Quality Analyst - International Voice & Chat Process

Location:

[Chennai, Ambattur]

**Immediate to 15days joiners ** Experience: 1-4 YearsJob

Responsibilities:

• Monitor and evaluate customer interactions (voice calls and chats) as per quality standards.
• Conduct audits and provide constructive feedback to agents.
• Identify performance gaps and recommend process improvements.
• Maintain quality scorecards and prepare quality reports.
• Ensure compliance with client guidelines, SOPs, and process requirements.
• Analyze customer experience trends and highlight improvement areas.
• Participate in calibration sessions with operations and training teams.

Required Skills:

• Minimum 1 year experience as a Quality Analyst in an International Voice/Chat process.
• Excellent communication and analytical skills.
• Strong understanding of QA metrics, CSAT, AHT, FCR, and compliance standards.
• Proficiency in MS Excel and reporting.
• Ability to deliver feedback and coaching effectively.

Qualification:

• Any Graduate.
• Experience in BPO/KPO international process preferred.