We are hiring Quality Analyst for Customer Support.

Location: Ghansoli, Navi Mumbai

Role Summary: -

Seeking an experienced Quality Analyst to monitor service quality, conduct audits, provide feedback, and drive process improvements across inbound and outbound customer service operations, ensuring compliance, customer satisfaction, and operational excellence.

Key Responsibilities: -

1. Conduct daily call and email audits using client-defined quality parameters and scorecards, providing accurate evaluations and feedback.
2. Deliver timely, constructive feedback to CSRs, identifying strengths, improvement areas, and development opportunities.
3. Monitor process adherence, customer service standards, and communication effectiveness to ensure quality, compliance, and customer understanding.
4. Drive continuous improvement by identifying process gaps, performing RCA,



implementing corrective and preventive actions to reduce errors.
5. Prepare quality reports and trend analyses, collaborating with Operations, Training, and Process teams to enhance productivity, quality performance, and customer satisfaction.

Eligibility Criteria: -

- Graduate (mandatory).
- Minimum 2 years of experience as Quality Analyst within a Customer Support / Customer Service setting.
- Prior experience in a BPO, Contact Center, Customer Support, or Customer Experience process is preferred.

Shift: Rotational (Shift window - 09:00 am to 09:00 pm)

Week Off: 1 rotational off

If the above role aligns with your experience and skill set, please share your updated resume at [email protected] or connect with me on WhatsApp at (phone hidden).

📌 Quality Analyst (Mumbai)
🏢 Hexaware Technologies
📍 Mumbai