Quality Analyst

Experience: 3–5 Years

About Shaadi.com

At Shaadi.com, we're redefining how people find one of life's most meaningful relationships.

As India's leading matchmaking platform, we've spent over two decades combining

technology, AI, data, and human insight to help millions make life-changing connections.

We're not just building a platform — we're creating experiences that matter, at a scale few

companies get to.

About the Role

We are looking for a Quality Analyst who will be responsible for ensuring consistent,

high-quality customer interactions across voice, chat, and email channels.

You will play a key role in monitoring customer interactions, identifying quality gaps,

coaching teams, and driving improvements across the overall customer experience.

Key Responsibilities

● Conduct quality audits across voice calls, chats, and emails against defined quality

standards.

● Provide structured and actionable feedback to customer-facing teams.

● Conduct quality coaching and feedback sessions to improve individual and team

performance.

● Analyse quality trends, CSAT, NPS, FCR, AHT, and error patterns to identify

improvement areas.

● Partner with Operations and Training teams to address recurring quality gaps.

● Track and report quality performance through regular dashboards and MIS.

● Identify critical/fatal errors and ensure appropriate corrective actions.





● Contribute to continuous improvement initiatives focused on customer experience

and process adherence.

● Maintain accurate audit records and ensure adherence to defined quality

frameworks.

What We're Looking For

● 3–5 years of experience as a Quality Analyst in a Contact Centre / Customer Service

environment.

● Hands-on experience in auditing Voice, Chat, and Email interactions.

● Strong understanding of CSAT, NPS, FCR, AHT, and other customer experience

metrics.

● Strong analytical and reporting skills with proficiency in MS Excel / Google Sheets.

● Experience with tools such as Freshdesk, Zoho, Verint, or similar platforms will be an

added advantage.

● Excellent English and Hindi communication skills; knowledge of regional languages is

a plus.

● Strong coaching, feedback, and stakeholder-management skills.

● Ability to identify trends and translate data into actionable insights.

● Bachelor's degree in any discipline.

Why Join Shaadi.com?

● Competitive compensation with incentives

● Opportunity to contribute to a meaningful customer experience

● Career growth opportunities: QA → Senior QA → QA Lead

● Health insurance and employee advantages

● Opportunity to work with an iconic brand with a strong legacy since 1996

● Collaborative and fast-paced work environment

Location

Mumbai / Thane (as applicable)

📌 Quality Analyst (Night Shift) (Thane)
🏢 Shaadi.Com
📍 Thane