Quality Analyst – Digital (Web Chat & Email)

Location: Kolkata
Experience: 3–6 years
Salary: Up to ₹9 LPA
Band: BPO 2/3
Process: Web Chat, Email & Digital Customer Support
Shift: Rotational shifts, including night/graveyard shifts as per business requirements

About the Role

We are looking for a Quality Analyst – Digital with experience in international Web Chat, Email, or digital customer-care processes. The candidate will be responsible for monitoring customer interactions, ensuring quality and compliance, identifying defects, conducting root-cause analysis, and providing actionable feedback to improve customer experience and resolution quality.

Key Responsibilities

• Monitor and evaluate Web Chat, Email, and digital customer interactions against quality standards.

• Assess written communication, including grammar, clarity, tone, empathy, personalization, and professionalism.

• Evaluate authentication, probing, resolution accuracy, conversation flow, hold management, and closure.

• Identify fatal/non-fatal errors, compliance breaches, misinformation, incorrect templates, and documentation gaps.

• Conduct Root Cause Analysis (RCA) for quality defects, repeat contacts, complaints, transfers, and unresolved interactions.

• Prepare quality reports and dashboards covering scores, trends, defects, agent performance, and process gaps.

• Provide evidence-based feedback and support Team Leaders with coaching and improvement plans.

• Participate in internal, client, and cross-site quality calibration sessions.

• Identify knowledge gaps, outdated templates/macros, SOP issues, and process-related challenges.

• Ensure compliance with privacy, customer verification, consent, data protection, and mandatory disclosure requirements.

• Support audits, governance reviews, and continuous-improvement initiatives.

Required Skills

• International Web Chat/Email or Digital Customer Support experience

• Quality Monitoring / Quality Analysis

• Quality Calibration

• Root Cause Analysis

• Defect Identification

• Compliance & Audit

• Coaching & Feedback

• Quality Reporting

• Excellent Written English

• Grammar, Tone & Communication Assessment

• CRM / Case Management

• Web Chat & Email Platforms

• MS Excel and Reporting

Experience & Qualification

• 3–6 years of relevant international Web Chat, Email, or Digital Customer Care experience.

• 1–2 years of dedicated Quality Analyst/Quality Monitoring experience preferred.

• Bachelor's degree in any discipline preferred.

• Utilities/Electricity & Gas customer-service experience is an added advantage.

• Lean Six Sigma/COPC or equivalent quality-framework knowledge is desirable.

Important Information

• Candidates must be willing to work rotational/night shifts.

• Ex-TCS employees are not eligible.

• PAN and DOB are required for profile creation.

• Completion of the questionnaire form is mandatory.

Questionnaire

Please complete the questionnaire using the link below: 
https://myglit.com/lateral/cref/67385b4ef7

Only candidates meeting the required experience and eligibility criteria will be considered.