Job Location: Bangalore

Salary: 35k

Experience: 2–3 Years

Job Type: Full-time

Joining Preference: Immediate Joiners Preferred

We are looking for an experienced Quality Analyst to join our Customer Experience Team. The candidate will be responsible for monitoring and evaluating customer interactions across voice, chat, email, and ticketing channels, identifying performance gaps, and driving improvements in customer service quality.

The ideal candidate should have hands-on experience in quality audits, agent feedback and coaching, calibration, quality reporting, and training needs identification within a customer service or contact centre environment.

Key Responsibilities

1. Quality Auditing & Evaluation

- Audit customer interactions across voice, chat, email, and ticketing channels.
- Evaluate interactions against defined quality parameters and evaluation forms.
- Meet monthly audit targets while ensuring accuracy and consistency.
- Document clear observations and validation reasons for failed parameters.

2. Critical Error Management

- Identify and report critical errors, considering customer and business impact.
- Apply fatal error guidelines consistently.
- Track recurring errors and escalate compliance or customer-risk issues.

3. Feedback & Coaching

- Conduct structured one-to-one feedback sessions with customer service agents.
- Provide specific, evidence-based feedback to improve agent performance.
- Define measurable improvement actions and track progress through subsequent audits.
- Coordinate with Operations and Training teams for performance improvement.

4. Calibration & Training Needs Identification

- Participate in weekly calibration sessions with Quality, Operations, and Training teams.
- Maintain scoring consistency and resolve evaluation discrepancies.
- Identify individual and team-level training needs based on audit findings.
- Support refresher training and improvement plans for low-performing agents.

5.



Reporting & Analysis

- Prepare weekly and monthly quality reports covering audit volume, quality scores, critical error rates, and parameter-wise performance.
- Analyse quality trends across agents, teams, and support channels.
- Use Excel for data analysis, pivot tables, lookups, and reporting.
- Share actionable insights and recommendations with stakeholders.

6. Process Improvement

- Identify recurring process gaps, unclear SOPs, and operational issues.
- Contribute to Voice of Customer (VoC) analysis.
- Support new-hire nesting by auditing initial interactions and providing timely feedback.

Required Skills & Qualifications
- Bachelor's degree or equivalent qualification.
- 2–3 years of experience as a Quality Analyst in customer service, customer support, or a contact centre environment.
- Hands-on experience in auditing customer interactions across voice, chat, email, or ticketing channels.
- Strong understanding of quality parameters, critical error frameworks, and audit governance.
- Practical experience in agent feedback, coaching, and performance improvement.
- Experience participating in calibration sessions.
- Good analytical skills and working knowledge of MS Excel, including Pivot Tables and VLOOKUP/XLOOKUP.
- Excellent written and verbal communication skills.
- Ability to provide objective feedback while maintaining a qualified and empathetic approach.

Language Requirements
- English and Hindi proficiency is mandatory.
- Knowledge of one additional Indian language will be an added advantage.

Preferred Candidate Profile
- Candidates from customer service, customer support, or contact centre quality backgrounds.
- Experience handling multi-channel quality audits.
- Exposure to Training Needs Identification (TNI), Training Needs Analysis (TNA), and agent improvement plans.
- Immediate joiners preferred.

Salary & Location
- Salary: 35k
- Location: Bangalore
- Employment Type: Full-time

Interested candidates can apply with their updated resume.

📌 Quality Analyst ( Customer Experience ) (Bengaluru)
🏢 CAREERBLOC ~
📍 Bengaluru