Quality analyst - Digital (web chats and emails)

Job Opportunity: Quality Analyst – Digital (Web Chat & Email)

Company: Tata Consultancy Services (TCS)

Location: Kolkata, India

Experience: 2–8 Years

Band: BPO 2/3

Job Code: 434125

Process: International Digital Customer Support (Web Chat & Email)

Work Schedule: Rotational shifts, including night/graveyard shifts, depending on business requirements.

Job Overview

TCS is hiring an experienced Quality Analyst – Digital to monitor and improve the quality of customer interactions across web chat, email, and other digital support channels.

The ideal candidate should have strong written English, excellent attention to detail, and experience in digital customer service quality monitoring. The role involves evaluating customer interactions, identifying performance gaps, ensuring compliance, conducting root-cause analysis, and providing actionable feedback to improve service quality and customer experience.

Key Responsibilities

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

- Assess written communication, including grammar, spelling, punctuation, clarity, professionalism, empathy, and appropriate tone.

- Evaluate how agents handle customer queries, complaints, escalations, billing concerns, retention, and complex service requests.

- Review response accuracy, probing techniques, authentication, conversation flow, customer engagement, and proper case closure.

- Assess chat management, including response time, handling of multiple conversations, hold messages, and customer focus.

- Ensure compliance with data privacy, customer verification, consent, mandatory disclosures, and secure information-handling procedures.

- Identify quality defects such as incorrect information, unsupported commitments, inappropriate templates, copy-paste errors, and incomplete documentation.

- Conduct root-cause analysis to identify recurring errors, customer complaints, repeat contacts, and process gaps.

- Prepare quality reports and dashboards highlighting performance scores, error trends, agent performance, and improvement opportunities.

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

- Provide structured, evidence-based feedback and work with Team Leaders on coaching and performance improvement plans.

- Identify gaps in knowledge bases, SOPs, templates, and automated responses, recommending improvements where necessary.

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

Key Qualifications & Requirements

- 2–8 years of overall experience in customer service or digital support operations.

- Strong preference for candidates with 3–6 years of international web chat, email, or digital customer support experience.

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

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

- Experience evaluating non-voice interactions involving customer complaints, escalations, billing, retention, and complex queries.

- Strong understanding of quality monitoring frameworks, fatal and non-fatal errors, compliance defects, and customer-impact issues.

- Ability to conduct root-cause analysis, identify performance trends, and recommend corrective actions.

- Experience providing quality feedback, supporting coaching sessions, and participating in calibration exercises.

- Good analytical, reporting, documentation, and stakeholder communication skills.

- Working knowledge of Excel, CRM systems, case-management platforms, web chat tools, email platforms, and quality-monitoring systems.

- Understanding of customer verification, data privacy, consent, and information security requirements.

- Bachelor's degree in any discipline is preferred. Equivalent qualifications may be considered based on company policy.

Preferred Domain Experience

Candidates with experience in the following areas will have an advantage:

- Utilities, particularly electricity and gas customer service.

- International digital customer support.

- Billing, payments, and account management.

- Customer complaints, retention, and escalations.

- Email and live chat operations.

- Digital customer lifecycle and chat concurrency management.

Preferred Certifications

- Lean Six Sigma Yellow Belt or Green Belt.

- COPC or equivalent quality-framework knowledge.

- Relevant digital customer service or quality-management certifications.

Important Note

- Former TCS employees are not eligible to apply.

- PAN and Date of Birth (DOB) are required for candidate profile creation.

Interested candidates with relevant digital customer support and quality analysis experience are encouraged to apply.