Quality Analyst - Customer Support

Job description

Job Title: Email & Chat Quality Analyst (QA)
• Monitor and evaluate chats, and emails 100+ in a day to ensure quality
standards are met.

 • Identify areas of improvement and provide actionable feedback to agents.

 • Prepare and share weekly/monthly quality reports
• Collaborate with training and operations teams to implement process
improvements..

 • Conduct calibration sessions, quality session, Dip check, TNI, BQM, CSAT &
DSAT Analysis to ensure consistency in evaluations.

 • Assist in updating quality guidelines and audit forms based on business needs.

 Skills & Requirements:

 • 1–3 years of experience in a QA role, preferably in a fintech, banking
environment.

 • Strong analytical and communication skills, Fluent in Hindi and English is must.

 • Candidates must graduate with any Stream
• Attention to detail and a proactive attitude toward problem-solving.

 • Familiarity with QA tools and CRM systems and prepping the dashboards

 • knowledge of Excel is must
• Its 7 days working shift with one rotational week off