Quality Analyst (QA) – Chat Process
Location: Panchkula, Haryana
CTC: Up to ₹5 LPA
Benefits: Medical Insurance Coverage Included
Employment Type: Full-Time
Apply at - [email protected]
About the Role
We are looking for a detail-oriented and analytical Quality Analyst (QA) to join our Customer Support team. The ideal candidate should have prior experience as a Customer Care Executive and a strong understanding of chat-based customer support processes. The role involves monitoring chat interactions, evaluating service quality, identifying improvement opportunities, and ensuring excellent customer experience standards.
Key Responsibilities
Monitor and audit customer chat interactions to ensure compliance with quality standards and company policies.
Evaluate agent performance based on predefined quality parameters.
Provide constructive feedback and coaching to Customer Care Executives.
Identify process gaps, recurring customer concerns, and areas for service improvement.
Prepare quality reports, scorecards, and performance analyses.
Collaborate with Team Leaders and Operations teams to drive quality initiatives.
Ensure adherence to customer service guidelines, SLAs, and process requirements.
Participate in calibration sessions and quality improvement programs.
Required Qualifications & Skills
Graduate in any discipline.
Minimum 1–3 years of experience in Customer Care / Customer Support.
Experience in a Chat Process is preferred.
Prior experience as a Quality Analyst is an advantage.
Excellent written communication and grammar skills.
Strong analytical and problem-solving abilities.
Good knowledge of quality monitoring tools and reporting.
Proficiency in MS Excel and basic reporting techniques.
Ability to provide effective feedback and coaching.
Preferred Candidate Profile
Experience in customer support, chat support, or customer service operations.
Strong attention to detail and quality-focused mindset.
Ability to work in a fast-paced environment.
Positive attitude and team-oriented approach.
What We Offer
Competitive salary package up to ₹5 LPA.
Comprehensive Medical Insurance Coverage.
Career growth and learning opportunities.
Professional and collaborative work environment.
Performance-driven culture.
Pay: ₹400,000.00 - ₹500,000.00 per year
Work Location: In person
