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GRATITUDE INC
APAC · AFRICA · U.S.A

Quality Analyst – Digital Web Chat, Email

265 Views 3 weeks ago
Experience 2–8 Year(s)
₹
Salary ₹ 37.5 – 75 Thousand p.m
Location Kolkata
68 candidate(s) already applied

Job Description

HIRING: Quality Analyst – Digital | Kolkata

Location: Kolkata
Experience: 2–8 Years
Relevant QA Experience: 1–2 Years
CTC: Up to ₹9 LPA
Rotational Shifts, including Night/Graveyard
Process: Web Chat, Email & Digital Customer Support

We’re looking for a Quality Analyst with strong experience in international web chat/email support and digital quality monitoring.

Evaluate chats & emails for quality, accuracy, empathy & compliance
Identify defects, conduct RCA & track quality trends
Provide actionable feedback and coaching support
Review billing, complaints, escalations & retention interactions
Strong written English, CRM, Excel & quality reporting skills required
Utilities/Electricity & Gas experience is preferred

Ex-TCS employees are not eligible.

Interested? Complete the quick screening questionnaire and apply here:
https://myglit.com/lateral/cref/f5a36f54da

Key Skills

18 Skills
CRM (Customer relationship Management) Customer Service Reporting Root cause analysis Trend Analysis Chat Process email support Quality Analyst customer support Data Privacy MS Excel Reporting Good exposure in to escalation management Excellent verbal and written English skills. Deep understanding of service excellence & complaint handling Prior experience of doing quality assessments for international voice work Quality Check/ Quality Analyst Web Chat, Email & Digital Customer Support International Digital / Web Chat / Email Customer Service

Role Specifications

Role
Customer Success Specialist
Timings
Rotational Shifts (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Non-Voice
Functional Area
ITES / BPO / Customer Service

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About Company

Gratitude Inc
Employer

Gratitude Inc is a global company with presence across APAC, Africa, and USA. We are known for our people, innovation and customer focused approach.

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