Quality Analyst Role Brief:

Monitor and evaluate customer interactions to ensure quality, compliance, and exceptional customer experience while driving continuous improvement across the contact centre.

Key Responsibilities:

- Conduct quality audits of calls, chats, and emails.

- Evaluate communication skills, troubleshooting, resolution quality, retention efforts, and process adherence.

- Identify performance trends, gaps, and root causes.

- Provide actionable feedback and coaching recommendations.

- Participate in calibrations to ensure scoring consistency.

- Prepare quality reports and present insights to stakeholders.

- Ensure compliance with authentication, regulatory, and customer data protection requirements.

- Support training initiatives and process improvements.

Key Skills:

- Solid analytical and problem-solving abilities.

- Excellent communication and coaching skills.

- Knowledge of telecom products, services,



and technical support processes.

- Proficiency in quality frameworks, reporting, and Microsoft Excel/Power BI.

- Strong attention to detail and customer-centric mindset.

Success Measures:

- Achievement of quality and compliance targets.

- Improved advisor performance through effective feedback.

- Enhanced customer experience, resolution quality, and operational efficiency.

Experience & Qualifications

- 1-3 years of contact centre quality assurance experience preferred.

- Experience in Telecom, Broadband, Mobile, or Technical Support environments.

- Strong understanding of customer experiences principles.

- Familiarity with quality frameworks, compliance standards, and performance management practices.

📌 Quality Analyst (Mumbai)
🏢 Tech Mahindra
📍 Mumbai