Quality Analyst – Digital (Web Chat & Email)

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

Location: Kolkata
Experience: 2–8 Years
Shift: Rotational shifts, including night/graveyard shifts 

Description

We are looking for a Quality Analyst – Digital to monitor, evaluate, and improve the quality of web chat, email, and other digital customer-care interactions. The role will ensure accurate and compliant resolutions, professional written communication, appropriate digital tone, customer empathy, effective conversation flow, and complete documentation.

The Quality Analyst will identify recurring defects, perform root-cause analysis, provide evidence-based feedback, and support coaching and continuous improvement initiatives to improve customer effort, resolution quality, and overall digital service outcomes.

Key Responsibilities

1. Monitor and evaluate web chat, email, and digital customer interactions against approved quality frameworks and scoring standards.

2. Assess communication and conversation quality, including grammar, spelling, clarity, tone, empathy, personalization, probing, response relevance, chat flow, hold management, and closure.

3. Identify quality and compliance defects, including misinformation, incorrect templates/macros, authentication issues, privacy breaches, unsupported commitments, incomplete documentation, and other customer-impacting errors.

4. Conduct root-cause analysis and quality reporting by analyzing error trends, repeat contacts, complaints, transfers, customer feedback, and channel performance, and prepare actionable insights.

5. Support coaching, calibration, and continuous improvement by providing structured feedback, participating in calibration sessions, identifying knowledge or process gaps, and recommending improvements to SOPs, templates, macros, and digital customer journeys.

Required Skills

1. Digital Interaction Monitoring & Quality Assessment – Experience evaluating web chat, email, messaging, and other non-voice customer interactions.

2. Quality Calibration & Defect Identification – Ability to consistently apply quality frameworks and identify fatal, non-fatal, customer-impact, and compliance-impact defects.

3. Root-Cause Analysis & Quality Reporting – Strong analytical skills with experience in trend analysis, error categorization, quality scores, and performance reporting.

4. Written Communication & Digital Quality Assessment – Excellent written English with strong grammar, spelling, punctuation, clarity, tone, empathy, and professional digital communication skills.

5. Compliance Review, Coaching & Feedback – Ability to assess authentication, privacy, consent, secure data handling, documentation requirements, and provide objective, actionable feedback.

Qualification

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

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

• Experience handling or evaluating complex queries, complaints, escalations, retention, billing, and customer-service interactions.

• Working knowledge of CRM/case-management systems, web-chat and email platforms, digital quality-monitoring tools, knowledge bases, Excel, and reporting tools.

• Bachelor's degree in any discipline preferred; equivalent qualifications may be considered as per hiring policy.

• Experience in utilities, electricity & gas customer service, billing, payments, complaints, retention, or escalation processes is preferred.

• Lean Six Sigma Yellow/Green Belt or COPC/equivalent quality-framework exposure is an advantage.

Important Notes

• Ex-TCS employees are not eligible to apply.

• PAN and DOB are required for profile creation.