About the role

We are hiring a Quality Analyst – Digital (Web Chat & Email) in Kolkata to monitor, evaluate and improve the quality of international web chat, email and digital customer-care interactions . You will check that resolutions are accurate and compliant, that written communication is professional and empathetic, and that records are complete. You will find recurring defects, run root-cause analysis, give clear feedback and support measurable improvements in customer effort and resolution quality. The role involves rotational shifts , including nights, with a salary of up to ₹9 LPA .

Key responsibilities

Monitoring and evaluation

- Monitor and evaluate web chat, email and digital interactions against the approved quality framework

- Assess grammar, spelling, punctuation, clarity, tone, empathy, personalisation and brand alignment

- Check whether associates understand customer intent, probe well in writing, give relevant information and keep a logical conversation flow

- Review the accuracy of account, billing, usage, payment, adjustment, retention and service information

- Assess concurrent chat handling, including response timeliness, hold and delay messages, and prevention of cross-customer information errors

- Verify authentication, privacy, consent, mandatory disclosures, secure data handling and case documentation

- Identify fatal errors, compliance breaches, misinformation, unsupported commitments, copy-paste errors, wrong templates and incomplete closures

Analysis and reporting

- Document findings with objective evidence, clear rationale and specific recommendations

- Run root-cause analysis on quality failures, repeat contacts, complaint drivers,



transfers and unresolved interactions

- Build quality dashboards covering scores, error trends, channel and agent performance, process gaps and corrective actions

Coaching and improvement

- Join internal, client and cross-site calibration sessions to keep scoring consistent

- Give structured feedback and support Team Leaders with coaching plans, follow-up reviews and improvement validation

- Spot knowledge gaps, outdated templates, weak macros, unclear SOPs and journey friction, and recommend fixes

- Support audit readiness, governance reviews and continuous improvement with accurate documentation

Required qualifications and experience

- 3 to 6 years in international web chat, email or digital customer care, including 1 to 2 years in a dedicated Quality Monitoring or Quality Analyst role

- Excellent written English: grammar, spelling, punctuation, clarity and tone adaptation

- Experience evaluating non-voice interactions involving complex queries, complaints, escalations, retention and billing

- Ability to apply quality frameworks consistently, including fatal and non-fatal errors, customer-impact defects and compliance-impact defects

- Robust analytical skills to interpret quality scores, error trends, repeat contacts, customer feedback, transfer rates and complaint drivers

- Experience giving structured,



evidence-based feedback and supporting coaching plans

- Working knowledge of digital quality-monitoring tools, CRM or case-management systems, knowledge bases, chat and email platforms, and Excel

- Strong understanding of privacy, data protection, customer verification, consent, mandatory disclosures and secure information handling

- Willing to work rotational shifts , including night and graveyard shifts

Preferred qualifications

- Utilities (electricity and gas) customer service knowledge

- Bachelor’s degree in any discipline (equivalent qualifications may be considered)

- Exposure to interaction analytics

- Lean Six Sigma Yellow or Green Belt, COPC or similar quality framework awareness, or a digital customer service certification

Core skills

Digital interaction monitoring, quality calibration, written quality assessment, root-cause analysis, defect identification, compliance review, coaching and feedback, quality reporting, trend analysis, error categorisation, Pareto analysis and sampling discipline.

Job details

Role

Quality Analyst – Digital (Web Chat & Email)

Process

Web chat, email and digital customer support

Location

Kolkata

Experience

2 to 8 years (see note below)

Band

BPO 2/3

Job code

434125

Salary

Up to ₹9 LPA

Shift

Rotational, including night and graveyard shifts

Why join

- Own quality on an international digital support account

- Salary of up to ₹9 LPA

- Work with calibration, analytics and coaching teams

- Build a path toward senior quality, training or team lead roles

- Exposure to digital quality tools and reporting

📌 Quality Analyst Web Chat & Email Jobs Kolkata | Up to 9 LPA
🏢 Gratitude
📍 Kolkata