Quality Analyst customer support

NOTE: PLEASE READ JOB DESCRIPTION BEFORE APPLYING!!
Job Title: Quality Analyst (Customer Experience Team)
Location: Bangalore
Job Type: Full-time
Reports To: Quality Lead
Experience: Minimum 2 to 3 years as a Quality Analyst in a customer service environment
(Please don't apply if you don't have relevant experience)
As a Quality Analyst, you will audit customer interactions across voice, chat and ticketing, email channels,
identify what is going wrong and why, and convert those findings into feedback and coaching that
measurably improves agent performance. The role carries end-to-end ownership of the quality cycle —
auditing against defined parameters, marking critical errors accurately, delivering structured feedback,
participating in calibration, identifying training needs and publishing quality reporting.
You will work closely with the Training team and with Operations, so findings translate into action on the floor rather than sitting in a report.
Must have:
Bachelor's degree or equivalent.
• Minimum 2 to 3 years of experience as a Quality Analyst in a customer service, customer support or
contact centre environment.
• Hands-on experience auditing interactions across at least one of voice, chat or ticketing, with exposure
to more than one channel preferred.
• Working knowledge of quality management or audit tools, and the ability to pick up a new platform
quickly.
• Sound understanding of quality parameters, critical error frameworks and audit governance.
• Practical experience of feedback mechanisms and coaching models, with a track record of feedback
that changed agent behaviour.Experience of participating in calibration and maintaining scoring consistency.
• Strong analytical skills and working Excel — pivot tables, lookups and comfort handling large audit data
sets.
• Excellent written and verbal communication, with the ability to write observations a third party can act
on without further explanation.
• Objectivity and the confidence to hold a position in a performance conversation, balanced with
empathy towards agents.
• Ability to manage multiple priorities and meet audit and reporting deadlines consistently.

Work arrangement
No