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IntouchCX
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Quality Analyst

Quality Analyst

IntouchCX

1 - 6 years

3 - 6 Lacs

bengaluru

Posted:1 day ago| Platform:

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Skills Required

quality monitoring quality analysis quality check quality control qc qa/qc quality assurance

Work Mode

Work from Office

Job Type

Full Time

Job Description

Roles and Responsibilities:

The role of Quality Analyst Customer Service (Chat Support), will be responsible for:

Monitor and evaluate live and recorded customer service chats to assess agent performance against pre-defined quality standards (e.g., accuracy, tone, compliance, and resolution effectiveness).
Develop and use QA scorecards and rubrics to consistently rate interactions.
Provide constructive, data-driven feedback to agents and supervisors to improve performance and enhance customer satisfaction.
Identify recurring issues, trends, and areas of opportunity to recommend training or process improvements.
Collaborate with the training and operations team to align on best practices and quality expectations.
Participate in calibration sessions with stakeholders to ensure scoring consistency across the QA team.
Generate regular QA reports and share insights with management for strategic decision-making.
Stay up-to-date with product knowledge, customer service procedures, and company policies to accurately assess interactions.

Skills:

Strong analytical and critical thinking skills.
Excellent communication and interpersonal abilities.
Proficient in using QA tools, CRM systems, and chat platforms (e.g., Zendesk, Freshdesk, Salesforce).
Skilled at providing clear, actionable feedback in a supportive manner.
High attention to detail and ability to maintain objectivity in evaluations.
Good understanding of customer service KPIs and metrics.
High level of English proficiency
Applies guidelines consistently and objectively, while exercising sound judgment in complex or discretionary decisions
Thrives in dynamic, high-pressure environments with frequent changes.
Flexible and available to work various shifts, including weekdays, evenings, weekends, and holidays.

Educational/Work Experience and Requirements:

Must successfully pass a background check
High school diploma or equivalent required
Post secondary degree is a plus
1-3 years of experience in Quality Analysis or Customer Service QA (chat or email support preferred).
Prior experience in a contact center environment is a plus.

HR Contact No.- 8147091046 rilson.dsouza@intouchcx.com (Rilson Dsouza)

Exclusive Employee Benefits:

Complimentary

Two-Way Cab Service

Hassle-free daily commute
Free Meals

Stay energized throughout your shift
Comprehensive

Health Insurance

Weave got you covered
PF & Other Statutory Benefits

Secure your future

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