Job Description: Quality Analyst & Customer Support Executive
Job Title: Quality Analyst (Call Center) / Customer Support Specialist Department: Customer Experience / Operations Location: Pune, Maharashtra (On-site / Hybrid) Employment Type: Full-Time Experience Level: 0 – 6 Months (Freshers / Early Career) Package / CTC: ₹3.24 LPA (₹27,000 / Month CTC)
About the Role
We are seeking an enthusiastic and detail-oriented Quality Analyst & Customer Support Executive to join our growing operations team in Pune. This role is ideal for fresh graduates or early-career professionals looking to establish a career in Customer Experience (CX) and Quality Assurance (QA).
You will split your focus between delivering exceptional customer service and auditing agent calls to ensure high standards of quality, policy compliance, and customer satisfaction.
Key ResponsibilitiesQuality Assurance (QA)
- Call & Interaction Audits: Evaluate live and recorded voice calls, chats, and emails against established Quality Evaluation Forms (QEF) and SLA parameters.
- Feedback & Coaching: Deliver constructive, one-on-one feedback to agents to improve communication, active listening, product knowledge, and query resolution.
- Data & Reporting: Maintain daily, weekly, and monthly audit dashboards, fatal error reports, and trend analysis logs in MS Excel/Google Sheets.
- Calibration: Participate in team calibration sessions with Team Leads and Managers to ensure benchmark consistency in evaluation.
- Process Improvement: Identify common customer pain points, process gaps, and training needs to boost First Contact Resolution (FCR).
Customer Support
- Customer Engagement: Handle inbound/outbound customer inquiries, escalations, and technical/service queries with professionalism and empathy.
- Issue Resolution: Troubleshoot customer issues promptly while upholding targeted Average Handling Time (AHT) and Customer Satisfaction (CSAT) scores.
- CRM Maintenance: Accurately log customer details, interaction transcripts, and ticket statuses in the internal CRM system.
Required Candidate Profile
- Education: Graduate in any discipline (B.A., B.Com, B.Sc, BBA, B.Tech) or Higher Secondary (12th Pass) with excellent communication skills.
- Experience: 0 to 6 months in a BPO, call center, or customer service environment (Freshers with strong analytical abilities are encouraged to apply).
- Language Proficiency:
- Advanced proficiency in written and spoken English and Hindi.
- Knowledge of Marathi is a strong advantage for the Pune region.
- Core Competencies:
- Sharp analytical skills with a strong eye for detail.
- Basic understanding of quality metrics (CSAT, NPS, AHT, FCR, Fatal Errors).
- Working knowledge of MS Excel / Google Sheets for basic data tracking.
- Strong conflict resolution and problem-solving mindset.
Compensation & Work Environment
- Fixed CTC: ₹27,000 per month (₹3,24,000 per annum).
- Work Schedule: Rotational shifts / Day shifts (5 to 6 working days/week with rotational off-days).
- Growth Path: Quick progression opportunities into Senior QA, Quality Team Lead, or Operations Management roles.
Pay: ₹20,000.00 - ₹41,864.88 per month
Work Location: In person
