Digital Customer Support Quality Analyst – Chat & Email

Location: Kolkata

Experience: 2–8 Years
Preferred Relevant Experience: 3–6 Years
Quality Analyst Experience: 1–2 Years
Salary: Up to ₹9 LPA
Band: BPO 2/3
Process: Web Chat, Email & Digital Customer Support
Shift: Rotational shifts, including night/graveyard shifts
Work Mode: Work From Office

Job Summary

We are looking for an experienced Digital Customer Support Quality Analyst to monitor, evaluate, and improve the quality of web chat, email, and other digital customer support interactions.

The role focuses on ensuring accurate resolutions, professional written communication, customer empathy, compliance, and effective handling of digital interactions. The Quality Analyst will identify performance gaps, conduct root-cause analysis, provide actionable feedback, and drive continuous improvements in customer experience and service quality.

Key Responsibilities

• Monitor and evaluate web chat, email, and digital customer interactions against established quality standards and evaluation frameworks.

• Assess written communication for grammar, spelling, punctuation, clarity, tone, empathy, personalisation, and brand alignment.

• Evaluate customer intent understanding, probing techniques, response accuracy, conversational flow, and resolution effectiveness.

• Review the accuracy of billing, payments, account information, service details, adjustments, retention, and complaint-related responses.

• Assess chat management, including concurrent chats, response timelines, hold/delay messages, and customer engagement.

• Ensure compliance with authentication, customer verification, privacy, consent, mandatory disclosures, and secure data-handling requirements.

• Identify critical and non-critical errors, compliance breaches, misinformation, incorrect templates, copy-paste errors, and incomplete documentation.

• Document quality findings with supporting evidence, clear observations, and improvement recommendations.

• Conduct root-cause analysis to identify recurring quality issues, repeat contacts, customer complaints, transfers, and unresolved interactions.

• Prepare quality reports and dashboards covering performance scores, error trends, agent performance, channel metrics, and corrective actions.

• Participate in internal, client, and cross-site quality calibration sessions.

• Provide structured feedback to associates and support Team Leaders with coaching and performance improvement plans.

• Identify gaps in knowledge articles, templates, macros, SOPs, and digital customer journeys.

• Recommend corrective and preventive actions to improve customer experience and operational efficiency.

• Support audits, governance reviews, and continuous improvement initiatives.

Required Qualifications & Experience

• Bachelor's degree in any discipline preferred.

• 3–6 years of experience in international web chat, email, or digital customer support operations.

• 1–2 years of dedicated Quality Analyst or Quality Monitoring experience.

• Strong experience evaluating non-voice customer interactions, including complex queries, complaints, escalations, billing explanations, and retention.

• Excellent written English communication with strong grammar, spelling, punctuation, and sentence construction.

• Experience working with quality scorecards, evaluation frameworks, calibration, and performance reporting.

Required Skills

• Digital Interaction Quality Monitoring

• Web Chat & Email Quality Analysis

• Quality Assurance and Calibration

• Written Communication Assessment

• Root-Cause Analysis

• Defect Identification and Error Categorisation

• Compliance and Process Auditing

• Customer Experience Management

• Coaching and Feedback

• Quality Reporting and Dashboard Preparation

• Trend and Performance Analysis

• Stakeholder Management

Systems & Tools

• Web chat and email platforms

• Digital quality-monitoring tools

• CRM and case-management systems

• Knowledge management platforms

• MS Excel and reporting tools

• Exposure to interaction analytics tools is an added advantage.

Preferred Domain Experience

• Utilities – Electricity and Gas Customer Service

• International digital customer support

• Billing and payment processes

• Customer complaints and escalations

• Customer retention

• Digital customer lifecycle management

• Chat concurrency and email handling

Preferred Certifications

• Lean Six Sigma Yellow Belt or Green Belt

• COPC or equivalent quality framework awareness

• Digital customer service certification

Key Competencies

• Strong analytical and problem-solving abilities.

• Excellent attention to detail and evaluation accuracy.

• Ability to identify process gaps and recurring defects.

• Strong written communication and documentation skills.

• Ability to provide objective, evidence-based feedback.

• Effective time management and ability to work in a fast-paced environment.

Important Information

• Candidates must be comfortable working rotational shifts, including night/graveyard shifts.

• Former TCS employees are not eligible to apply.

• PAN and Date of Birth (DOB) are mandatory for candidate profile creation.

Ideal Candidate: A Digital Customer Support Quality Analyst with international web chat/email experience, strong written English, quality monitoring expertise, and the ability to drive measurable improvements in digital customer experience.