Quality Analyst – Digital (Web Chat & Email)_A

Location: Kolkata
Experience: 2–8 Years
Process: Web Chat, Email & Digital Customer Support
Shift: Rotational shifts, including night/graveyard shifts

Job Summary

We are looking for a Quality Analyst to monitor, evaluate and improve the quality of international web chat, email and digital customer-service interactions. The role will focus on written communication, customer experience, process accuracy, compliance, conversation quality and documentation.

Key Responsibilities

• Monitor and evaluate web chat, email and digital interactions against approved quality standards.
• Assess grammar, spelling, clarity, tone, empathy, personalisation and professional digital communication.
• Evaluate customer intent, probing, response accuracy, conversation flow, authentication and closure.
• Review billing, payment, account, service and retention-related information for accuracy.
• Evaluate concurrent chat handling, response time, hold/delay communication and customer focus.
• Verify privacy, consent, customer authentication, secure-data handling and documentation requirements.
• Identify fatal errors, compliance breaches, misinformation, incorrect templates, copy-paste errors and incomplete closures.
• Document findings with objective evidence, clear rationale and actionable recommendations.
• Conduct root-cause analysis of quality failures, repeat contacts, complaints, transfers and unresolved interactions.
• Prepare quality reports covering scores, error trends, channel performance, agent performance and process gaps.
• Participate in internal, client and cross-site calibration sessions.
• Provide structured feedback and support Team Leaders with coaching and improvement plans.
• Identify knowledge gaps, outdated templates, ineffective macros and SOP/process issues.
• Recommend improvements to digital customer journeys, knowledge content, templates and workflows.
• Support audits, governance reviews and continuous-improvement initiatives.

Required Skills & Experience

• 2–8 years of overall relevant experience.
• 3–6 years of experience in international web chat, email or digital customer care preferred.
• 1–2 years of dedicated Quality Analyst or Quality Monitoring experience preferred.
• Excellent written English with strong grammar, spelling, punctuation, clarity and tone.
• Experience evaluating non-voice interactions involving complex queries, complaints, escalations, retention and billing.
• Strong understanding of quality monitoring, defect identification and compliance review.
• Strong analytical and root-cause analysis skills.
• Experience with CRM/case-management systems, web-chat and email platforms, quality-monitoring tools and Excel.
• Strong coaching, feedback, reporting and stakeholder-management skills.
• Willingness to work rotational shifts, including night/graveyard shifts.

Preferred Domain Knowledge

• Utilities – Electricity & Gas Customer Service
• Billing and payments
• Customer retention
• Complaints and escalations
• Digital customer lifecycle
• Chat concurrency
• Email handling

Education

Bachelor’s degree in any discipline preferred.

Preferred Certifications

Lean Six Sigma Yellow/Green Belt or COPC/equivalent quality-framework knowledge is an advantage.

Important Eligibility

• Ex-TCS employees are not eligible to apply.
• PAN and Date of Birth are mandatory for profile creation.