WE ARE HIRING!

QUALITY ANALYST - DIGITAL (WEB CHAT & EMAIL) | UP TO INR 75,000/MONTH | KOLKATA

Role: Quality Analyst - Digital (Web Chat & Email)_A

Location: Kolkata

Experience: 2 to 8 years

Band: BPO 2/3

Salary: Up to INR 75,000 per month

Job code: 434125

Process Type: Web Chat, Email & Digital Customer Support

Shift: Willingness to work rotational shifts, including night/graveyard shifts, based on business requirements

Role Purpose

Monitor, evaluate, and improve the quality of web chat, email, and digital customer-care interactions. The role ensures accurate and compliant resolution, professional written communication, appropriate digital tone, customer empathy, efficient conversation flow, and complete documentation.

The Quality Analyst will identify recurring defects, conduct root-cause analysis, provide actionable feedback, and support measurable improvements in customer effort, resolution quality, and digital service outcomes.

Key Requirements

3–6 years of experience in international web chat, email, or digital customer care, including 1–2 years in a dedicated Quality Monitoring or Quality Analyst role.

Excellent written English with strong grammar, spelling, punctuation, sentence structure, clarity, and tone adaptation.

Experience evaluating live chat, email, messaging, or other non-voice interactions involving complex queries, complaints, escalations, retention, and billing explanations.

Ability to assess chat opening, authentication, probing, response relevance, conversational flow, empathy, personalisation, response accuracy, hold management, closure, and documentation.

Ability to consistently apply quality frameworks, including fatal and non-fatal errors, customer-impact defects, and compliance-impact defects.

Strong analytical skills with the ability to interpret quality scores, error trends, repeat contacts, customer feedback, transfer rates, response quality, and complaint drivers.

Experience providing structured, evidence-based feedback and supporting targeted coaching plans.

Working knowledge of digital quality-monitoring tools, CRM/case-management systems, knowledge bases, web-chat platforms, email tools, Excel, and reporting formats.

Strong understanding of privacy, data protection, customer verification, consent, mandatory disclosures, secure information handling, and digital-record retention.

Key Responsibilities

Monitor and evaluate web chat, email, and digital interactions against the approved quality framework.

Assess written communication for grammar, spelling, punctuation, clarity, tone, empathy, personalisation, and brand alignment.

Evaluate whether associates understand customer intent, use effective written probing, provide relevant information, and maintain logical conversation flow.

Review the accuracy of account, billing, usage, payment, adjustment, retention, and service information communicated through approved digital channels.

Assess management of concurrent chats, including response timeliness, appropriate use of hold/delay messages, customer focus, and prevention of cross-customer information errors.

Verify authentication, privacy, consent, mandatory disclosures, secure-data handling, and case-documentation requirements.

Identify fatal errors, compliance breaches, misinformation, unsupported commitments, copy-paste errors, incorrect templates, and incomplete closures.

Document findings using objective evidence, clear rationale, and specific improvement recommendations.

Conduct root-cause analysis of quality failures, repeat contacts, low customer-effort results, complaint drivers, transfers, and unresolved digital interactions.

Prepare quality dashboards covering scores, error trends, channel performance, agent performance, process gaps, and corrective actions.

Participate in internal, client, and cross-site calibration sessions to ensure consistent interpretation and scoring.

Deliver structured feedback and support Team Leaders with coaching plans, follow-up reviews, and improvement validation.

Identify knowledge gaps, outdated templates, ineffective macros, SOP ambiguities, and digital-journey friction, and recommend corrective or preventive actions.

Support audit readiness, governance reviews, and continuous-improvement initiatives through complete and accurate documentation.

Core Quality Capabilities

Evaluation Objectivity

Evaluate digital interactions consistently, support findings with evidence, and maintain low variance against calibration benchmarks.

Written Communication Quality

Assess grammar, spelling, clarity, tone, empathy, personalisation, readability, and professional digital etiquette.

Chat Flow & Control

Evaluate opening, verification, probing, response relevance, hold management, concurrent-chat discipline, recap, and closure.

Digital Accuracy

Verify that information, links, templates, macros, commitments, and case notes are accurate, current, and appropriate.

Compliance Assurance

Assess authentication, privacy, consent, secure information handling, mandatory disclosures, and complete documentation.

Root-Cause Analysis

Identify whether defects originate from knowledge, skill, process, system, template, policy, or behaviour.

Data & Reporting

Translate evaluation data into channel-level trends, insights, risks, and recommended actions.

Coaching & Calibration

Deliver actionable feedback, align scoring standards, and validate improvement following coaching.

Digital Improvement

Recommend improvements to macros, templates, knowledge content, chatbot handoffs, SOPs, and customer journeys to prevent recurring issues.

Qualifications & Skills

Experience

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

1–2 years of dedicated Quality Monitoring or Quality Analysis experience.

Core Skills

Digital Interaction Monitoring
Quality Calibration
Written Quality Assessment
Root-Cause Analysis
Defect Identification
Compliance Review
Coaching & Feedback
Quality Reporting

Communication Skills

Excellent written English
Grammar and tone assessment
Concise digital writing
Objective documentation
Stakeholder communication

Analytical Skills

Trend analysis
Error categorisation
Pareto and root-cause analysis
Sampling discipline
Channel-performance analysis

Systems & Tools

Web chat and email platforms
Digital quality-monitoring tools
CRM / case-management systems
Knowledge-base tools
Excel / reporting tools
Exposure to interaction analytics is desirable

Education

Bachelor's degree in any discipline preferred.
Equivalent qualifications may be considered as per hiring policy.

Preferred Domain Knowledge

Utilities – Electricity & Gas Customer Service
Digital customer lifecycle
Chat concurrency
Email handling
Billing and payments
Complaints
Retention
Escalation processes

Preferred Certifications

Lean Six Sigma Yellow or Green Belt
COPC or equivalent quality-framework awareness
Digital customer-service certification, where applicable