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 prospect 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.
Chance to work on an exciting U.S. Process.
Fast career growth and learning opportunities.
Cooperative and performance-driven work culture.
Apply Now If youre passionate about quality, customer experience, and driving operational excellence, wed love to hear from you.