Job Description Quality Analyst (Email Process)

Work Mode: 100% Remote
Experience: 1-5 Years
Industry: Domestic / International BPO
Shift: Morning and Evening Shifts
Employment Type: 3-Month Renewable Contract
Joining: Immediate Joiners Preferred

Job Overview

We are looking for a detail-oriented Quality Analyst with hands-on experience in Email Quality Analysis within the BPO industry. The candidate will be responsible for evaluating email interactions, ensuring response accuracy, adherence to client guidelines and internal SOPs, identifying quality gaps, and driving improvements in customer experience.

The ideal candidate should have strong analytical skills, excellent written communication, and the ability to identify errors in customer interactions and recommend corrective actions.

Key Responsibilities

- Review email cases handled by advisors against defined quality parameters, client guidelines, and internal SOPs.
- Evaluate the accuracy, relevance, completeness, grammar, tone, and structure of email responses.
- Identify incorrect responses, misinterpretation of customer queries, irrelevant information, missed resolution steps, and incorrect actions.
- Ensure advisors understand customer concerns and provide accurate, relevant, and complete resolutions.
- Verify the appropriate use of email templates, knowledge-base articles, and process guidelines.
- Identify incorrect actions, information-sharing errors, missed escalations, and potential compliance risks.
- Document and escalate cases involving customer dissatisfaction, incorrect resolutions, or potential business risks.
- Provide timely and constructive feedback to advisors through quality audits, coaching, and calibration sessions.
- Maintain accurate quality scores, audit records, error logs, and quality trend reports.
- Identify recurring errors, knowledge gaps, training requirements, and process improvement opportunities.
- Coordinate with Team Leaders, Trainers,



and Operations teams to ensure feedback implementation and error reduction.
- Handle service escalation and customer feedback calls whenever required.
- Participate in calibration sessions to ensure consistency in quality evaluation and scoring.
- Support new-hire onboarding, refresher training, and process updates.
- Ensure adherence to client SLAs, confidentiality, data privacy, and information-security guidelines.

Required Skills and Qualifications

- 3–8 years of experience in BPO operations, with hands-on experience in Email Quality Analysis.
- Experience in Domestic or International BPO processes.
- Strong written and verbal communication skills in English.
- Excellent attention to detail and ability to identify gaps in email responses and case handling.
- Strong analytical skills to assess customer intent, identify incorrect responses, and evaluate case actions.
- Good understanding of quality parameters, audit formats, scoring mechanisms, and feedback practices.
- Proficiency in MS Excel, Google Sheets, and quality-monitoring tools.
- Ability to work independently, achieve audit targets, and manage deadlines.
- Ability to handle confidential customer and business information responsibly.

Preferred Skills

- Prior experience in Email QA, Transaction Monitoring, Customer Experience Analysis, or Compliance Auditing.
- Familiarity with CRM tools, ticketing systems, and knowledge-management platforms.
- Experience in Root Cause Analysis (RCA), error trending, and quality reporting.
- Ability to prepare escalation emails, audit summaries, and feedback documentation.
- Understanding of customer experience metrics such as CSAT, Quality Scores, First Contact Resolution (FCR), and Escalation Rates.

Key Employment Details

- This is an initial 3-month contractual engagement, renewable based on business requirements and performance.
- The role is 100% remote.
- Candidates must be comfortable working morning or evening shifts.
- Immediate joiners are preferred.

📌 Quality Analyst (Email Process) (India)
🏢 r3 Consultant
📍 India