About Total IngredientsTotal Ingredients is a fast-growing B2B e-commerce platform and wholesale ingredient manufacturer serving the food, beverage, nutraceutical, and dietary supplement industries. Owned by Tru Herb LLC, the company operates advanced manufacturing facilities in India along with a distribution hub and warehouse in Riverside, California, enabling efficient global supply and faster delivery timelines.The company offers an extensive portfolio of 500+ bulk raw materials, including botanical extracts, superfoods, proteins, spices, fruit powders, functional ingredients, and nutraceutical actives. Through its technology-driven e-commerce platform, customers benefit from transparent pricing, live inventory visibility, and a streamlined procurement experience without the traditional delays of quotation-based sourcing.Total Ingredients is committed to quality, consistency, and global compliance. Its manufacturing operations are supported by internationally recognized certifications including USDA Organic, GMP, FSSC 22000, ISO, HALAL, and Kosher certifications.With a strong international supply chain and ready-to-ship inventory in the United States, Total Ingredients helps brands, manufacturers, and formulators source high-quality ingredients efficiently and reliably across global markets.
Location: Vasanth Nagar, Bangalore (Work From Office)
Employment Type: Full-Time
Job Title: Quality Analyst – Call & Email Auditing
Job Overview: We are looking for a detailed-oriented Quality Analyst to evaluate customer interactions across call and email channels. In this role, you will review support interactions against internal standards, assign objective KPI scores, and deliver constructive feedback to drive continuous performance improvement.
Key Responsibilities:
- Audit a specified quota of inbound/outbound customer calls and email communications daily/weekly.
- Evaluate interactions based on predefined Quality Assurance (QA) parameters, compliance requirements, and business KPIs.
- Calculate, record, and maintain accurate scorecard marks and QA metrics in the performance management system.
- Provide clear, actionable, and constructive feedback to customer service representatives during coaching sessions.
- Identify recurring quality gaps, training needs, and process improvement opportunities across the team.
- Participate in calibration sessions to ensure consistent scoring standards across all evaluators.
- Generate weekly and monthly QA performance reports for management.
Requirements & Qualifications:
- 1–3 years of experience as a Quality Analyst or Quality Assurance Specialist in a contact center or customer support environment.
- Strong experience in auditing both voice (calls) and non-voice (email/chat) support channels.
- Deep understanding of contact center KPIs (e.g., CSAT, FCR, AHT, QA Score, Compliance Rate).
- Excellent active listening, written communication, and analytical skills.
- Proficiency with QA tools, ticketing systems (e.g., Zendesk, Salesforce), and reporting tools like Excel.
- High attention to detail and strong objective decision-making skills.
Pay: ₹25,000.00 - ₹40,000.00 per month
Benefits:
- Food provided
- Paid time off
- Provident Fund
Work Location: In person
