We are hiring an experienced Quality Analyst for our Chat Process in Sector 144, Noida. If you have a passion for quality, coaching, process improvement, and delivering exceptional customer experience, this is an excellent opportunity to join an exciting U.S. Process with strong growth opportunities.
Location: Sector 144, Noida
Work Mode: Work From Office (WFO)
Process: Chat Support (U.S. Process)
Shift: Rotational Shifts
Week Offs: Rotational (5 Days Working)
Key Responsibilities
- Monitor and evaluate chat interactions to ensure adherence to quality standards and client expectations.
- Conduct quality audits and provide actionable feedback to improve agent performance.
- Identify process gaps and recommend continuous improvement initiatives.
- Prepare and maintain quality scorecards, reports, and audit documentation.
- Partner with Operations and Training teams to improve service quality and customer satisfaction.
- Ensure compliance with SOPs, quality frameworks, and client requirements.
- Participate in calibration sessions to maintain scoring accuracy and consistency.
- Analyze quality trends and share insights to enhance overall process performance.
Eligibility Criteria
- Experience as a Quality Analyst in a BPO/Customer Support environment.
- Experience in Chat Process is preferred.
- E-commerce process experience will be an added advantage.
- Excellent written communication and analytical skills.
- Robust attention to detail and knowledge of quality tools, audits, and feedback mechanisms.
Why Join Us?
- Up to 7.5 LPA (30% salary hike) on your last drawn CTC.
- 5 Days Working.
- Opportunity to work on an exciting U.S. Process.
- Fast career growth and learning opportunities.
- Collaborative and performance-driven work culture.
Apply Now If youre passionate about quality, customer experience, and driving operational excellence, wed love to hear from you.