Quality Analyst (Customer Experience Team) Job Title: Quality Analyst – Customer Experience Team (CET)

Location:
Bangalore( on site)

Job Type
Full-time Reports To: Quality Lead

Experience:
2–3 years budget
- 25k to 30k

About the Role
We are looking for an experienced Quality Analyst to join our Customer Experience Team and take ownership of interaction quality across multiple customer support channels. The candidate will be responsible for auditing customer interactions across voice, chat, ticketing and email channels, identifying performance gaps, and converting audit findings into actionable feedback and coaching to improve agent performance. The role involves end-to-end ownership of the quality cycle, including audits, critical error identification, agent feedback, calibration, training needs identification and quality reporting. The candidate will work closely with the Training and Operations teams to drive continuous improvement in customer experience.

Key Responsibilities
1. Audit and Evaluation
- Audit customer interactions across voice, chat, ticketing and email channels against defined quality parameters.
- Meet agreed monthly audit targets per agent and line of business.
- Ensure accurate and objective scoring of customer interactions.
- Record specific validation reasons and clear observations for every failed parameter.
- Maintain detailed audit records with specific instances and justifications for scores. 2. Critical Error Management
- Identify and mark critical errors accurately, distinguishing between customer impact and business impact.
- Apply the fatal error framework consistently.
- Identify recurring critical errors by agent and parameter.
- Escalate compliance-related and customer-risk issues to the Quality Lead immediately. 3. Feedback and Coaching
- Conduct structured one-to-one feedback sessions with agents.




- Use audited interactions as evidence during coaching sessions.
- Apply recognised feedback mechanisms and coaching models.
- Define measurable improvement actions with agents and team leaders.
- Track performance improvements in subsequent audit cycles.
- Conduct joint feedback sessions with Operations and Training teams whenever required. 4. Calibration
- Participate in weekly calibration sessions with Quality Analysts, the Quality Lead and Training team.
- Maintain scoring consistency within agreed thresholds.
- Justify audit scores during calibration discussions.
- Contribute to improvements in evaluation forms, quality parameters and scoring guidelines. 5. Training Needs Identification (TNA/TNI)
- Identify training needs at agent, team and process levels based on audit findings.
- Analyse recurring errors and quality gaps.
- Coordinate with the Training team for appropriate interventions.
- Differentiate between training gaps, process issues, tool limitations and knowledge gaps.
- Support refresher and improvement training for low-performing agents. 6. Reporting and Analysis
- Prepare and maintain weekly and monthly quality reports.
- Track audit volume, average quality scores, critical error rates and parameter-wise performance.
- Analyse trends across agents, teams, channels and lines of business.
- Present quality insights and improvement recommendations to stakeholders. 7. Process Improvement
- Identify recurring process issues,



unclear SOPs and tool-related challenges.
- Highlight customer pain points through audit observations.
- Contribute to Voice of Customer (VoC) analysis.
- Support current-hire nesting by auditing initial interactions and providing timely feedback. Qualifications and Skills
- Bachelor's degree or equivalent qualification.
- 2–3 years of experience as a Quality Analyst in a customer service, customer support or contact centre environment.
- Hands-on experience in auditing customer interactions across voice, chat or ticketing channels.
- Exposure to multiple customer interaction channels is preferred.
- Knowledge of quality management tools, audit processes and quality frameworks.
- Understanding of quality parameters, critical error frameworks and audit governance.
- Practical experience in agent feedback and coaching models.
- Experience in calibration sessions and maintaining scoring consistency.
- Strong analytical skills and working knowledge of MS Excel, including Pivot Tables and Lookups.
- Excellent written and verbal communication skills.
- Strong observation, problem-solving and decision-making abilities.
- Ability to manage multiple priorities and meet audit and reporting deadlines.
- Ability to provide objective feedback while maintaining empathy towards agents. Language Requirements
- Proficiency in English and Hindi is mandatory.
- Knowledge of one additional Indian language will be an added advantage. Preferred Candidate Profile
- Immediate joiners preferred.
- Candidates must have experience in customer service, customer support or contact centre quality.
- Experience in multi-channel quality auditing is desirable.
- Candidates with experience working closely with Training teams on TNI, coaching and performance improvement plans will be preferred.

📌 Quality Analyst (Bengaluru)
🏢 CAREERBLOC ~
📍 Bengaluru