Job Title: Quality Analyst – Customer Experience Team (CET)

Location: Bangalore

Job Type: Full-time

Experience: 2–3 years

Job Overview

We are looking for an experienced Quality Analyst to join our Customer Experience Team. The candidate will be responsible for auditing customer interactions across voice, chat, ticketing and email channels, identifying quality gaps, providing structured feedback and coaching, and improving overall agent performance.

Key Responsibilities

- Audit customer interactions across voice, chat, ticketing and email channels.
- Evaluate interactions against defined quality parameters.
- Identify and accurately mark critical/fatal errors.
- Provide structured feedback and coaching to agents.
- Participate in calibration sessions and maintain scoring consistency.
- Identify training needs based on audit findings.
- Prepare weekly and monthly quality reports and analyse performance trends.




- Work closely with Operations and Training teams to drive quality improvements.
- Identify recurring process gaps and customer pain points.
- Support current-hire nesting through audits and timely feedback.

Requirements
- Bachelor’s degree or equivalent.
- Minimum 2–3 years of experience as a Quality Analyst in customer service, customer support or a contact centre environment.
- Experience auditing voice, chat, ticketing or email interactions.
- Knowledge of quality parameters, critical error frameworks and audit processes.
- Experience in feedback, coaching and calibration.
- Strong analytical and Excel skills, including pivot tables and lookups.
- Excellent written and verbal communication skills.
- Proficiency in English and Hindi is essential.
- Immediate joiners are preferred.

Pay: ₹25,000.00 - ₹30,000.00 per month

Work Location: In person

📌 Quality Analys (customer experience team) (Koramangala)
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📍 Koramangala