Quality Analyst - Night shift

Job highlights

• 3-5 yrs QA experience in Contact Center with expertise in Voice, Chat & Email audits and strong knowledge of CSAT, NPS, FCR, AHT metrics
• Audit calls, chats, emails; coach teams; analyze trends; improve quality gaps; own audit and customer service metrics
• Great pay with incentives

At Shaadi.com, we're redefining how people find one of life's most meaningful relationships. As India's leading matchmaking platform, we've spent over two decades combining technology, AI, data and human insight to help millions make life-changing connections. We're not just building a platformwe're shaping experiences that matter, at a scale few companies ever get to.

About the Role: Quality Analyst

Be the guardian of every member experience at the world's largest matrimony platform.

Audit calls, chats & emails and help our team deliver empathetic, premium service

Shift Timings: 11.30pm to 8.30am

Location: Thane

Key Responsibilities:

Audit - Calls, Chats, Emails vs quality standards

Coach - Give feedback + run sessions that improve scores

Analyze - Spot trends, CSAT/NPS dips & error patterns

Improve - Work with Ops & Training to close quality gaps

Own Metrics - Audit scores, CSAT, FCR, AHT, Fatal Errors

What We’re Looking For:

3-5 yrs as QA in Contact Center / Customer Service

Hands-on with Voice, Chat & Email audits

Strong in CSAT, NPS, FCR, AHT metrics

Excel/Sheets pro

Fluent English + Hindi. Regional = Plus

Bachelor's Degree - Any field

Why Join Us?

Great Pay + Incentives

Meaningful Work - Help families find their match

Fast Growth - QA Sr QA QA Lead

Good Perks

Iconic Brand since 1996