Responsible for auditing customer interactions, identifying quality gaps, preparing RCAs, and driving NPS/FCR improvement through coaching inputs and structured reporting.
Eligibility Criteria
•Minimum 1 year experience in current role
•Currently designated as Senior Executive
•No PIP in the last 3 months
•Willing to travel to Noida (minimum 4 days/week)
•Rotational week off
Key Responsibilities
•Audit customer interactions against quality parameters.
•Identify error patterns and prepare RCAs for critical misses.
•Track NPS, disposition accuracy, and FCR trends.
•Conduct Social Media audits.
•Conduct IPDC audits.
•Support Team Leaders with coaching interventions.
•Prepare quality reports and MIS.
•Participate in calibration sessions and continuous improvement initiatives.
📌 Quality Analyst (Delhi)
🏢 TATA 1 MG
📍 Delhi
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