Quality Analyst – Digital (Web Chat & Email)

Gratitude Inc

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2 days ago

3-6 Year(s)

₹ 65 - ₹ 75 Thousand p.m

Kolkata

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Job Description

Key Skills

CRM (Customer relationship Management) Reporting Root cause analysis ms excel coaching skills compliance skills Quality Monitoring Audit Excellent communication skills and fluency in English Web Chat, Email & Digital Customer Support

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Quality Analyst – Digital (Web Chat & Email)

Location: Kolkata
Experience: 3–6 years
Salary: Up to ₹9 LPA
Band: BPO 2/3
Process: Web Chat, Email & Digital Customer Support
Shift: Rotational shifts, including night/graveyard shifts as per business requirements

About the Role

We are looking for a Quality Analyst – Digital with experience in international Web Chat, Email, or digital customer-care processes. The candidate will be responsible for monitoring customer interactions, ensuring quality and compliance, identifying defects, conducting root-cause analysis, and providing actionable feedback to improve customer experience and resolution quality.

Key Responsibilities

Monitor and evaluate Web Chat, Email, and digital customer interactions against quality standards.
Assess written communication, including grammar, clarity, tone, empathy, personalization, and professionalism.
Evaluate authentication, probing, resolution accuracy, conversation flow, hold management, and closure.
Identify fatal/non-fatal errors, compliance breaches, misinformation, incorrect templates, and documentation gaps.
Conduct Root Cause Analysis (RCA) for quality defects, repeat contacts, complaints, transfers, and unresolved interactions.
Prepare quality reports and dashboards covering scores, trends, defects, agent performance, and process gaps.
Provide evidence-based feedback and support Team Leaders with coaching and improvement plans.
Participate in internal, client, and cross-site quality calibration sessions.
Identify knowledge gaps, outdated templates/macros, SOP issues, and process-related challenges.
Ensure compliance with privacy, customer verification, consent, data protection, and mandatory disclosure requirements.
Support audits, governance reviews, and continuous-improvement initiatives.

Required Skills

International Web Chat/Email or Digital Customer Support experience
Quality Monitoring / Quality Analysis
Quality Calibration
Root Cause Analysis
Defect Identification
Compliance & Audit
Coaching & Feedback
Quality Reporting
Excellent Written English
Grammar, Tone & Communication Assessment
CRM / Case Management
Web Chat & Email Platforms
MS Excel and Reporting

Experience & Qualification

3–6 years of relevant international Web Chat, Email, or Digital Customer Care experience.
1–2 years of dedicated Quality Analyst/Quality Monitoring experience preferred.
Bachelor's degree in any discipline preferred.
Utilities/Electricity & Gas customer-service experience is an added advantage.
Lean Six Sigma/COPC or equivalent quality-framework knowledge is desirable.

Important Information

Candidates must be willing to work rotational/night shifts.
Ex-TCS employees are not eligible.
PAN and DOB are required for profile creation.
Completion of the questionnaire form is mandatory.

Questionnaire

Please complete the questionnaire using the link below:
https://myglit.com/lateral/cref/67385b4ef7

Only candidates meeting the required experience and eligibility criteria will be considered.

Role

QA Analyst

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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