Customer Service Quality Analyst

Experience

2–5 Years

Employment Type

Full-Time

Job Summary

We are seeking a Customer Service Quality Analyst to evaluate and improve the quality of customer interactions across voice, email, chat, and other support channels. The ideal candidate will monitor customer service performance, provide actionable feedback, ensure compliance with quality standards, and collaborate with operations and training teams to enhance the overall customer experience.

Key Responsibilities

- Monitor and evaluate customer interactions based on defined quality standards.
- Conduct quality audits for voice calls, emails, chats, and support tickets.
- Provide timely feedback and coaching to customer service representatives.
- Identify performance gaps and recommend improvement plans.
- Ensure adherence to company policies, client requirements, and compliance guidelines.
- Perform calibration sessions with Operations and Training teams to maintain scoring consistency.
- Prepare daily, weekly, and monthly quality reports and dashboards.
- Analyse quality trends, customer feedback, and root causes of recurring issues.




- Support process improvement initiatives to enhance customer satisfaction and operational efficiency.
- Collaborate with Team Leaders and Trainers to improve agent performance.

Required Skills

- 2–5 years of experience in Quality Assurance within a Customer Service or BPO workplace.
- Strong understanding of quality monitoring frameworks and customer service standards.
- Excellent verbal and written communication skills.
- Experience in quality scorecards, call monitoring, coaching, and calibration.
- Good analytical and problem-solving abilities.
- Proficiency in Microsoft Excel, PowerPoint, and reporting tools.
- Ability to analyse customer interactions and provide constructive feedback.
- Strong attention to detail and time management skills.

Preferred Qualifications

- Bachelor's degree in any discipline.
- Experience in Voice, Chat, Email, or Blended Customer Support.
- Knowledge of CRM platforms such as Salesforce, Zendesk, Freshdesk, or similar tools.
- Six Sigma, COPC, or Quality certifications are an added advantage.

📌 Customer Service Quality Analyst (Chennai)
🏢 Cityplots
📍 Chennai