Quality Analyst Executive

Company Name: LMES Academy Private Limited

Website: https://www.lmes.in/

LinkedIn: https://www.linkedin.com/company/lmes-academy/mycompany/

Role: Quality Analyst Executive

Experience: 1 Year to 3 Years

Location: Urapakkam, Chennai

Shift: Rotational Shift

About the Role

We are looking for a detail-oriented and tech-savvy Quality Analyst to join our growing EdTech team. In this role, you will be responsible for auditing customer interactions across calls, chats, and support tickets, ensuring high-quality communication and a seamless learner/parent experience.

If you are passionate about driving quality, coaching teams, and improving customer conversations, we’d love to connect with you!

Key Responsibilities

- Audit voice calls, chat conversations, and email/ticket responses
- Evaluate interactions using quality scorecards and defined audit parameters
- Provide actionable feedback and coaching to improve agent performance
- Identify quality gaps, recurring issues, and training needs
- Define and refine quality frameworks, KPIs, and audit parameters
- Collaborate with Operations, Training, and Product teams to improve processes
- Prepare and share quality reports, insights, and dashboards
- Ensure adherence to process, compliance, and communication standards

Skills & Requirements




- 2–5 years of experience in Quality Assurance / Quality Analyst role
- Strong experience in auditing calls, chats, and support tickets
- Hands-on experience with QA tools, CRM platforms (Zendesk/Freshdesk), or audit systems
- Excellent communication, listening, and analytical skills
- Ability to provide constructive and structured feedback
- Robust knowledge of quality metrics, scorecards, and calibration processes
- Proficiency in Excel / Google Sheets for reporting
- Tech-savvy with the ability to quickly adapt to new tools

Preferred (Good to Have)
- Experience in EdTech / SaaS / Customer Support domain
- Understanding of student and parent journey
- Exposure to call calibration sessions and quality benchmarking

Key Success Metrics
- Quality Scores & Audit Accuracy
- Feedback Effectiveness
- Reduction in Repeat Errors
- CSAT / Customer Experience Improvement
- Process Adherence

Why Join Us?

- Be part of a fast-growing EdTech company
- Opportunity to drive real impact on customer experience
- Work closely with cross-functional teams
- Growth opportunities in Quality, Training, and Operations

Pay: ₹12,000.00 - ₹20,000.00 per month

Benefits

- Versatile schedule
- Food provided
- Provident Fund

Work Location: In person

📌 Quality Analyst - BPO (Chennai)
🏢 LMES Academy Pvt.Ltd.
📍 Chennai