Quality Analyst - Digital (Web Chat & Email)

Location: Kolkata
Experience: 2–8 years
Process: Web Chat, Email & Digital Customer Support
Shift: Rotational shifts, including night/graveyard shifts as per business requirements.

Job Description

We are looking for a Quality Analyst - Digital to monitor and improve the quality of web chat, email, and other digital customer interactions. The role will evaluate written communication, accuracy, customer handling, compliance, documentation, and overall digital service quality.

Key Responsibilities

• Monitor and evaluate web chat, email, and digital customer interactions against quality standards.

• Assess grammar, spelling, clarity, tone, empathy, personalization, and professional communication.

• Review authentication, privacy, consent, compliance, documentation, and data-handling requirements.

• Identify quality defects, fatal errors, misinformation, incorrect templates, and incomplete resolutions.

• Conduct root-cause analysis and identify recurring quality and process gaps.

• Prepare quality reports, dashboards, trend analysis, and performance insights.

• Conduct calibration sessions and maintain consistency in quality scoring.

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

• Recommend improvements to SOPs, templates, macros, knowledge content, and customer journeys.

Requirements

• 3–6 years of experience in international web chat, email, or digital customer care.

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

• Excellent written English with strong grammar, spelling, punctuation, and tone assessment skills.

• Experience handling complex queries, complaints, escalations, billing, and retention interactions.

• Strong analytical, reporting, coaching, and root-cause analysis skills.

• Knowledge of CRM/case-management systems, web-chat/email platforms, Excel, and quality-monitoring tools.

• Bachelor's degree in any discipline preferred.

Note: 

• Ex-TCS employees are not eligible to apply. 
• PAN and DOB are required for profile creation.