Location: Kolkata
Experience: 2–8 Years
Band: BPO 2/3
Salary: Up to ₹9 LPA
Process Type: Web Chat, Email & Digital Customer Support
Shift: Rotational shifts, including night/graveyard shifts, based on business requirements
Job Type: Full-Time

Role Purpose

We are hiring a Quality Analyst – Digital to monitor, evaluate, and improve the quality of web chat, email, and digital customer-care interactions. The role will ensure accurate and compliant resolutions, professional written communication, appropriate digital tone, customer empathy, efficient conversation flow, and complete documentation.

The Quality Analyst will identify recurring defects, conduct root-cause analysis, provide actionable feedback, and support measurable improvements in customer effort, resolution quality, and overall digital service outcomes.

Key Requirements

- 3–6 years of experience in international web chat, email, or digital customer care, including 1–2 years in a dedicated Quality Monitoring/Quality Analyst role.
- Excellent written English with strong grammar, spelling, punctuation, sentence structure, clarity, and tone adaptation.
- Experience evaluating live chat, email, messaging, or other non-voice interactions involving complex queries, complaints, escalations, retention, and billing explanations.
- Ability to assess chat opening, authentication, probing, response relevance, conversational flow, empathy, personalization, response accuracy, hold management, closure, and documentation.
- Strong understanding of quality frameworks, including fatal and non-fatal errors and customer/compliance-impact defects.
- Strong analytical skills with the ability to interpret quality scores, error trends, repeat contacts, customer feedback, transfer rates, response quality, and complaint drivers.
- Experience providing structured, evidence-based feedback and supporting targeted coaching plans.
- Working knowledge of digital quality-monitoring tools, CRM/case-management systems, knowledge bases, web-chat platforms, email tools, Excel, and reporting formats.
- Strong understanding of privacy, data protection, customer verification, consent, mandatory disclosures, secure information handling, and digital-record retention.

Key Responsibilities

- Monitor and evaluate web chat, email, and digital interactions against the approved quality framework.
- Assess written communication for grammar, spelling, punctuation, clarity, tone, empathy, personalization, and brand alignment.
- Evaluate customer-intent understanding, written probing, response relevance, and logical conversation flow.
- Review the accuracy of account, billing, usage, payment,



adjustment, retention, and service information communicated through approved digital channels.
- Assess concurrent-chat management, response timeliness, hold/delay messages, customer focus, and prevention of cross-customer information errors.
- Verify authentication, privacy, consent, mandatory disclosures, secure-data handling, and case-documentation requirements.
- Identify fatal errors, compliance breaches, misinformation, unsupported commitments, copy-paste errors, incorrect templates, and incomplete closures.
- Document quality findings using objective evidence, clear rationale, and specific improvement recommendations.
- Conduct root-cause analysis of quality failures, repeat contacts, low customer-effort results, complaint drivers, transfers, and unresolved digital interactions.
- Prepare quality dashboards covering scores, error trends, channel performance, agent performance, process gaps, and corrective actions.
- Participate in internal, client, and cross-site calibration sessions to ensure consistent interpretation and scoring.
- Deliver structured feedback and support Team Leaders with coaching plans, follow-up reviews, and improvement validation.
- Identify knowledge gaps, outdated templates, ineffective macros, SOP ambiguities, and digital-journey friction.
- Recommend corrective and preventive actions to improve digital customer experience.
- Support audit readiness, governance reviews, and continuous-improvement initiatives through complete and accurate documentation.

Core Quality CapabilitiesEvaluation Objectivity

- Evaluate digital interactions consistently.
- Support findings with objective evidence.
- Maintain low variance against calibration benchmarks.

Written Communication Quality

- Assess grammar, spelling, clarity, tone, empathy, personalization, readability, and professional digital etiquette.

Chat Flow & Control

- Evaluate opening, verification, probing, response relevance, hold management, concurrent-chat discipline, recap, and closure.

Digital Accuracy

- Verify that information, links, templates, macros, commitments, and case notes are accurate, current, and appropriate.

Compliance Assurance

- Assess authentication, privacy, consent, secure information handling, mandatory disclosures,



and complete documentation.

Root-Cause Analysis

- Identify whether defects originate from knowledge, skill, process, system, template, policy, or behavior.

Data & Reporting

- Translate evaluation data into channel-level trends, insights, risks, and recommended actions.

Coaching & Calibration

- Deliver actionable feedback, align scoring standards, and validate improvement following coaching.

Digital Improvement

- Recommend improvements to macros, templates, knowledge content, chatbot handoffs, SOPs, and customer journeys to prevent recurring issues.

Qualifications & SkillsExperience

- 3–6 years of international web chat, email, or digital customer-care experience.
- 1–2 years of dedicated Quality Monitoring or Quality Analysis experience.

Core Skills

- Digital Interaction Monitoring
- Quality Calibration
- Written Quality Assessment
- Root-Cause Analysis
- Defect Identification
- Compliance Review
- Coaching & Feedback
- Quality Reporting

Communication Skills

- Excellent written English
- Grammar and tone assessment
- Concise digital writing
- Objective documentation
- Stakeholder communication

Analytical Skills

- Trend analysis
- Error categorization
- Pareto and root-cause analysis
- Sampling discipline
- Channel-performance analysis

Systems & Tools

- Web chat and email platforms
- Digital quality-monitoring tools
- CRM/case-management systems
- Knowledge-base tools
- MS Excel and reporting tools
- Exposure to interaction analytics is desirable

Education

- Bachelor's degree in any discipline preferred.
- Equivalent qualifications may be considered as per hiring policy.

Preferred Domain Knowledge

- Utilities – Electricity & Gas Customer Service
- Digital customer lifecycle
- Chat concurrency
- Email handling
- Billing and payments
- Complaints
- Retention
- Escalation processes

Preferred Certifications

- Lean Six Sigma Yellow Belt or Green Belt
- COPC or equivalent quality-framework awareness
- Digital customer-service certification, where applicable

Important Eligibility & Hiring Notes

- Former TCS employees are not eligible to apply.
- PAN and Date of Birth (DOB) are required for employee profile creation.
- Candidates must be willing to work rotational shifts, including night/graveyard shifts, based on business requirements.
- Robust written English and prior digital/non-voice customer-service quality experience are essential for this role.

Compensation

Salary: Up to ₹9 LPA, depending on experience, skills, and hiring guidelines.

Pay: ₹65,000.00 - ₹75,000.00 per month

Work Location: In person

📌 Quality Analyst - Digital (Web Chat & Email)_A_Kolkata (Kolkata)
🏢 Gratitude India
📍 Kolkata