Quality Analyst – Digital (Web Chat & Email)

Location: Kolkata
Experience: 2–8 Years
Band: BPO 2/3
Salary: Up to ₹9 LPA
Process Type: Web Chat, Email & Digital Customer Support
Shift: Rotational shifts, including night/graveyard shifts, based on business requirements

Job Overview

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

The candidate will be responsible for evaluating written communication, ensuring process accuracy and compliance, identifying quality gaps, conducting root-cause analysis, and providing actionable feedback to improve customer experience and service delivery.

Key Responsibilities

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

• Assess written communication, including grammar, spelling, clarity, tone, empathy, and professionalism.

• Evaluate customer authentication, probing, response accuracy, conversation flow, and interaction closure.

• Identify fatal errors, compliance breaches, misinformation, incorrect templates, and documentation gaps.

• Ensure adherence to customer privacy, data protection, consent, and security requirements.

• Conduct root-cause analysis to identify recurring quality issues and process gaps.

• Prepare quality reports and dashboards covering agent performance, error trends, and channel-level results.

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

• Participate in internal and client calibration sessions to maintain consistent quality standards.

• Recommend improvements to templates, macros, SOPs, knowledge bases, and digital customer journeys.

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

Required Skills

• Digital Interaction Monitoring

• Quality Assurance and Quality Calibration

• Web Chat and Email Quality Assessment

• Excellent Written English and Grammar

• Root-Cause Analysis

• Defect Identification and Error Analysis

• Compliance and Quality Auditing

• Coaching and Feedback

• Quality Reporting and Dashboard Preparation

• Customer Experience Management

• CRM and Case-Management Systems

• MS Excel and Reporting Tools

Candidate Requirements

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

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

• Strong understanding of digital customer-service processes, including complaints, billing, payments, retention, and escalations.

• Excellent written communication and analytical skills.

• Ability to evaluate customer interactions objectively and provide evidence-based feedback.

• Knowledge of quality frameworks, fatal/non-fatal errors, and compliance standards.

• Bachelor's degree in any discipline preferred.

Preferred Qualifications

• Experience in Utilities – Electricity & Gas Customer Service.

• Knowledge of digital customer lifecycle and chat concurrency.

• Familiarity with digital quality-monitoring tools, CRM platforms, and knowledge-base systems.

• Lean Six Sigma Yellow/Green Belt or COPC certification is an advantage.

Additional Requirements

• Must be willing to work rotational shifts, including night/graveyard shifts.

• Ex-TCS employees are not eligible to apply.

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