Quality Analyst – Digital (Web Chat & Email)

Location: Kolkata
Experience: 3–6 years
Salary: Up to ₹9 LPA
Band: BPO 2/3
Process: Web Chat, Email & Digital Customer Support
Shift: Rotational shifts, including night/graveyard shifts as per business requirements

About the Role

We are looking for a Quality Analyst – Digital with experience in international Web Chat, Email, or digital customer-care processes. The candidate will be responsible for monitoring customer interactions, ensuring quality and compliance, identifying defects, conducting root-cause analysis, and providing actionable feedback to improve customer experience and resolution quality.

Key Responsibilities

- Monitor and evaluate Web Chat, Email, and digital customer interactions against quality standards.

- Assess written communication, including grammar, clarity, tone, empathy, personalization, and professionalism.

- Evaluate authentication, probing, resolution accuracy, conversation flow, hold management, and closure.

- Identify fatal/non-fatal errors, compliance breaches, misinformation, incorrect templates, and documentation gaps.

- Conduct Root Cause Analysis (RCA) for quality defects, repeat contacts, complaints, transfers, and unresolved interactions.

- Prepare quality reports and dashboards covering scores, trends, defects, agent performance, and process gaps.

- Provide evidence-based feedback and support Team Leaders with coaching and improvement plans.

- Participate in internal, client, and cross-site quality calibration sessions.

- Identify knowledge gaps,



outdated templates/macros, SOP issues, and process-related challenges.

- Ensure compliance with privacy, customer verification, consent, data protection, and mandatory disclosure requirements.

- Support audits, governance reviews, and continuous-improvement initiatives.

Required Skills

- International Web Chat/Email or Digital Customer Support experience

- Quality Monitoring / Quality Analysis

- Quality Calibration

- Root Cause Analysis

- Defect Identification

- Compliance & Audit

- Coaching & Feedback

- Quality Reporting

- Excellent Written English

- Grammar, Tone & Communication Assessment

- CRM / Case Management

- Web Chat & Email Platforms

- MS Excel and Reporting

Experience & Qualification

- 3–6 years of relevant international Web Chat, Email, or Digital Customer Care experience.

- 1–2 years of dedicated Quality Analyst/Quality Monitoring experience preferred.

- Bachelor's degree in any discipline preferred.

- Utilities/Electricity & Gas customer-service experience is an added advantage.

- Lean Six Sigma/COPC or equivalent quality-framework knowledge is desirable.

Key Information

- Candidates must be willing to work rotational/night shifts .

- Ex-TCS employees are not eligible.

- PAN and DOB are required for profile creation.

- Completion of the questionnaire form is mandatory.

Questionnaire

Please complete the questionnaire using the link below:

Only candidates meeting the required experience and eligibility criteria will be considered.

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