Contact Details

HR: Raj Wani
Phone: 92165 77366

[email protected]

Role & Responsibilities

- Monitor and evaluate seller support interactions (voice, chat, email, and case handling) as per defined quality standards.
- Conduct quality audits and provide timely feedback to agents and Team Leaders.
- Ensure adherence to Walmart Seller Support processes, SOPs, compliance, and quality guidelines.
- Perform Root Cause Analysis (RCA) to identify recurring errors and recommend corrective actions.
- Conduct calibration sessions with Operations and Training teams to maintain scoring consistency.
- Analyze quality trends and share actionable insights to improve agent performance and customer experience.
- Track and report key quality metrics, including quality scores, CSAT, compliance, and process adherence.
- Prepare daily, weekly, and monthly QA reports and dashboards.
- Collaborate with Operations, Training, and Process Excellence teams to drive continuous improvement.
- Support new process rollouts by updating quality parameters and audit checklists.
- Coach agents on quality gaps and monitor improvement plans.




- Maintain confidentiality and accuracy while handling audits and reports.

Preferred Candidate Profile

- 25 years of experience as a Quality Analyst in an E-commerce, Seller Support, or BPO environment.
- Experience in Walmart Seller Support, Amazon Seller Support, Alibaba, Flipkart, or similar marketplace processes is preferred.
- Strong understanding of quality frameworks, audit methodologies, calibration, and process compliance.
- Hands-on experience in voice, chat, and email quality monitoring.
- Excellent analytical, problem-solving, and decision-making skills.
- Strong communication, coaching, and stakeholder management abilities.
- Proficiency in Microsoft Excel, PowerPoint, and MIS reporting.
- Ability to work in a quick-paced environment and manage multiple priorities.
- Willing to work from the Pune office in rotational shifts and a 5.5-day work week.
- Graduate in any discipline; quality certifications such as Lean, Six Sigma, or COPC are an added advantage.

Contact Details

HR: Raj Wani
Phone: 92165 77366

[email protected]

📌 Quality Analyst (Delhi)
🏢 GIST Management Solutions
📍 Delhi