Gratitude India

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Quality Analyst – Digital Web Chat, Email

2 - 8 year(s)

India - Kolkata

37500 - 75000 Thousand p.m

Job Description

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Role: Customer Success Specialist

Timings: Rotational Shifts (Permanent)

Industry: BPO

Work Mode: Work from office

Functional Area: ITES / BPO / Customer Service

Process: Non-Voice

Key Skills:

CRM (Customer relationship Management)
Customer Service
Reporting
Root cause analysis
Trend Analysis
Chat Process
email support
Quality Analyst
customer support
Data Privacy
MS Excel Reporting
Good exposure in to escalation management
Excellent verbal and written English skills.
Deep understanding of service excellence & complaint handling
Prior experience of doing quality assessments for international voice work
Quality Check/ Quality Analyst
Web Chat, Email & Digital Customer Support
International Digital / Web Chat / Email Customer Service

HIRING: Quality Analyst – Digital | Kolkata
Location: Kolkata
Experience: 2–8 Years
Relevant QA Experience: 1–2 Years
CTC: Up to ₹9 LPA
Rotational Shifts, including Night/Graveyard
Process: Web Chat, Email & Digital Customer Support

We’re looking for a Quality Analyst with strong experience in international web chat/email support and digital quality monitoring.
Evaluate chats & emails for quality, accuracy, empathy & compliance
Identify defects, conduct RCA & track quality trends
Provide actionable feedback and coaching support
Review billing, complaints, escalations & retention interactions
Strong written English, CRM, Excel & quality reporting skills required
Utilities/Electricity & Gas experience is preferred
Ex-TCS employees are not eligible.
Interested? Complete the quick screening questionnaire and apply here:
https://myglit.com/lateral/cref/f5a36f54da

Note: Gratitude doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@gratitudeindia.com.

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Piyush Rathi

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Kolkata ,

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