Quality Analyst – E-Commerce

About the role:
Full-time Quality Analyst role assessing customer calls, chats, and emails in an e-commerce customer service environment. Evaluate agent performance, identify improvement opportunities, and ensure interactions meet client expectations and internal quality standards.

Key responsibilities:

• Audit customer interactions against defined quality standards and provide actionable feedback to agents.
• Identify training needs and collaborate with Training and Operations teams to address performance gaps.
• Maintain quality reports, dashboards, and calibration data.
• Participate in internal and client calibration sessions to align quality scoring.
• Analyse trends, identify process issues, and recommend corrective actions.
• Monitor process compliance, data security, and customer satisfaction standards.
• Share insights to improve customer satisfaction (CSAT) and Net Promoter Score (NPS), while reducing average handling time (AHT) and errors.
• Help update quality standard operating procedures (SOPs) and audit forms to meet client guidelines.

Requirements:

• 1–3 years of Quality Analyst experience in an e-commerce or business process outsourcing (BPO) environment.
• Experience auditing customer support or sales interactions.
• Understanding of quality tools, Root Cause Analysis (RCA), and performance metrics.
• Strong verbal and written communication skills in English and Hindi.
• Proficiency in Microsoft Excel, QA scorecards, and reporting tools.
• Strong observation, analytical, and documentation skills.

Interested in this role? Apply through this page or email your CV to [email protected]. Know someone who would be a good fit? Share this job with them.

Pay: ₹200,500.00 - ₹500,500.00 per year

Work Location: In person