Quality Analyst(Customer Experience Team)

Quality Analyst – Customer Experience Team (CET)

Job Title: Quality Analyst – Customer Experience Team
Location: Bangalore
Job Type: Full-time
Experience: 2–3 Years
Salary: ₹30,000–₹35,000 per month
Reports To: Quality Lead
Joining Preference: Immediate Joiners Preferred

About Wakefit

Wakefit is a dynamic and innovative home solutions leader committed to delivering exceptional products and services to its customers. We are looking for an experienced Quality Analyst to join our Customer Experience Team and take ownership of interaction quality across customer support channels.

Job Overview

As a Quality Analyst, you will audit customer interactions across voice, chat, ticketing and email, identify quality gaps, and convert findings into actionable feedback and coaching that improves agent performance.

The role involves end-to-end ownership of the quality cycle, including auditing, critical error identification, feedback and coaching, calibration, training needs identification, reporting and continuous improvement.

Key ResponsibilitiesAudit & Evaluation

• Audit customer interactions across voice, chat, ticketing and email against defined quality parameters.
• Meet monthly audit quotas for agents and lines of business.
• Score interactions accurately and objectively.
• Provide clear validation reasons and observation remarks for failed parameters.
• Document specific interaction moments, parameters and reasons to ensure audit scores are explainable and defensible.

Critical Error Management

• Identify and mark critical/fatal errors accurately.
• Distinguish between customer impact and business impact.
• Track repeated critical errors by agent and parameter.
• Escalate compliance and customer-risk issues to the Quality Lead immediately.

Feedback & Coaching

• Conduct structured one-on-one feedback sessions with agents.
• Use audited interactions as evidence during coaching discussions.
• Agree on clear and measurable improvement actions with agents and team leaders.
• Track improvement in subsequent audit cycles and re-coach or escalate where required.
• Conduct joint feedback sessions with Operations and Training teams when necessary.

Calibration

• Participate in weekly calibration sessions with Quality Analysts, Quality Lead and Training teams.
• Maintain scoring consistency within agreed thresholds.
• Confidently justify audit scores during calibration discussions.
• Contribute to improving evaluation forms, parameters and scoring guidelines.

Training Needs Identification – TNI/TNA

• Identify training requirements at agent, team and process levels.
• Analyse error trends and parameters contributing to quality loss.
• Distinguish between training gaps and process, tool or knowledge-related issues.
• Support refresher and improvement training for bottom-quartile performers using quality data.

Reporting & Analysis

• Maintain weekly and monthly quality reports covering:
• Audit volume
• Average quality score
• Critical error rate
• Parameter-wise performance
• Analyse trends by agent, team, channel and line of business.
• Present actionable insights and recommendations to the Quality Lead and stakeholders.

Process Improvement

• Identify recurring process issues, unclear SOPs and tool limitations.
• Support Voice of Customer analysis by identifying recurring customer pain points.
• Support new-hire nesting by auditing early interactions and providing timely feedback.
• Work closely with Operations and Training teams to drive continuous improvement.

Requirements

• Bachelor's degree or equivalent.
• 2–3 years of experience as a Quality Analyst in customer service, customer support or contact-centre environments.
• Experience auditing voice, chat or ticketing interactions; exposure to multiple channels is preferred.
• Working knowledge of quality management/audit tools.
• Strong understanding of quality parameters, critical error/fatal error frameworks and audit governance.
• Hands-on experience with feedback mechanisms and coaching models.
• Experience participating in calibration sessions and maintaining scoring consistency.
• Strong Excel skills, including Pivot Tables, Lookups and handling large audit datasets.
• Excellent written and verbal communication skills.
• Strong analytical and problem-solving abilities.
• Ability to provide objective feedback while maintaining empathy.
• Ability to manage multiple priorities and consistently meet audit and reporting deadlines.

Languages

• English and Hindi – Mandatory
• Knowledge of an additional Indian language will be an added advantage.

Preferred Candidate Profile

• Candidates from Customer Service, Customer Support or Contact Centre Quality backgrounds.
• Experience auditing across multiple customer interaction channels.
• Exposure to TNI/TNA and quality improvement initiatives.
• Candidates who have worked closely with Training and Operations teams.
• Immediate joiners are preferred.

Salary & Location

₹30,000–₹35,000 per month | Bangalore | Full-time

Pay: ₹30,000.00 - ₹35,000.00 per month

Work Location: In person