About the role

We are hiring a Quality Analyst – Digital (Web Chat & Email) in Kolkata to monitor, evaluate and improve the quality of international web chat, email and digital customer-care interactions. You will check that resolutions are accurate and compliant, that written communication is professional and empathetic, and that records are complete. You will find recurring defects, run root-cause analysis, give clear feedback and support measurable improvements in customer effort and resolution quality. The role involves rotational shifts, including nights, with a salary of up to ₹9 LPA.

Key responsibilities

Monitoring and evaluation

• Monitor and evaluate web chat, email and digital interactions against the approved quality framework
  
• Assess grammar, spelling, punctuation, clarity, tone, empathy, personalisation and brand alignment
  
• Check whether associates understand customer intent, probe well in writing, give relevant information and keep a logical conversation flow
  
• Review the accuracy of account, billing, usage, payment, adjustment, retention and service information
  
• Assess concurrent chat handling, including response timeliness, hold and delay messages, and prevention of cross-customer information errors
  
• Verify authentication, privacy, consent, mandatory disclosures, secure data handling and case documentation
  
• Identify fatal errors, compliance breaches, misinformation, unsupported commitments, copy-paste errors, wrong templates and incomplete closures
  

Analysis and reporting

• Document findings with objective evidence, clear rationale and specific recommendations
  
• Run root-cause analysis on quality failures, repeat contacts, complaint drivers, transfers and unresolved interactions
  
• Build quality dashboards covering scores, error trends, channel and agent performance, process gaps and corrective actions
  

Coaching and improvement

• Join internal, client and cross-site calibration sessions to keep scoring consistent
  
• Give structured feedback and support Team Leaders with coaching plans, follow-up reviews and improvement validation
  
• Spot knowledge gaps, outdated templates, weak macros, unclear SOPs and journey friction, and recommend fixes
  
• Support audit readiness, governance reviews and continuous improvement with accurate documentation
  

Required qualifications and experience

• 3 to 6 years in international web chat, email or digital customer care, including 1 to 2 years in a dedicated Quality Monitoring or Quality Analyst role
  
• Excellent written English: grammar, spelling, punctuation, clarity and tone adaptation
  
• Experience evaluating non-voice interactions involving complex queries, complaints, escalations, retention and billing
  
• Ability to apply quality frameworks consistently, including fatal and non-fatal errors, customer-impact defects and compliance-impact defects
  
• Strong analytical skills to interpret quality scores, error trends, repeat contacts, customer feedback, transfer rates and complaint drivers
  
• Experience giving structured, evidence-based feedback and supporting coaching plans
  
• Working knowledge of digital quality-monitoring tools, CRM or case-management systems, knowledge bases, chat and email platforms, and Excel
  
• Strong understanding of privacy, data protection, customer verification, consent, mandatory disclosures and secure information handling
  
• Willing to work rotational shifts, including night and graveyard shifts
  

Preferred qualifications

• Utilities (electricity and gas) customer service knowledge
  
• Bachelor’s degree in any discipline (equivalent qualifications may be considered)
  
• Exposure to interaction analytics
  
• Lean Six Sigma Yellow or Green Belt, COPC or similar quality framework awareness, or a digital customer service certification
  

Core skills

Digital interaction monitoring, quality calibration, written quality assessment, root-cause analysis, defect identification, compliance review, coaching and feedback, quality reporting, trend analysis, error categorisation, Pareto analysis and sampling discipline.

Job details

Why join

• Own quality on an international digital support account
  
• Salary of up to ₹9 LPA
  
• Work with calibration, analytics and coaching teams
  
• Build a path toward senior quality, training or team lead roles
  
• Exposure to digital quality tools and reporting