About the role:
Full-time Quality Analyst role assessing customer calls, chats, and emails in an e-commerce customer service environment. Evaluate agent performance, identify improvement opportunities, and ensure interactions meet client expectations and internal quality standards.

Key responsibilities:
- Audit customer interactions against defined quality standards and provide actionable feedback to agents.
- Identify training needs and collaborate with Training and Operations teams to address performance gaps.
- Maintain quality reports, dashboards, and calibration data.
- Participate in internal and client calibration sessions to align quality scoring.
- Analyse trends, identify process issues, and recommend corrective actions.
- Monitor process compliance, data security, and customer satisfaction standards.
- Share insights to improve customer satisfaction (CSAT) and Net Promoter Score (NPS), while reducing average handling time (AHT) and errors.




- Help update quality standard operating procedures (SOPs) and audit forms to meet client guidelines.

Requirements:
- 1–3 years of Quality Analyst experience in an e-commerce or business process outsourcing (BPO) environment.
- Experience auditing customer support or sales interactions.
- Understanding of quality tools, Root Cause Analysis (RCA), and performance metrics.
- Strong verbal and written communication skills in English and Hindi.
- Proficiency in Microsoft Excel, QA scorecards, and reporting tools.
- Robust observation, analytical, and documentation skills.

Interested in this role? Apply through this page or email your CV to [email protected]. Know someone who would be a good fit? Share this job with them.

Pay: ₹200,500.00 - ₹500,500.00 per year

Work Location: In person

📌 Quality Analyst – E-Commerce (Chandigarh)
🏢 eXpertalent
📍 Chandigarh