Quality Analyst – Customer Service

Full-time IT / Computing / Software

Job Title: Quality Analyst – Customer Service Department: Customer Service Location: Verdant-84 (Pune) Employment Type: Full-Time About the Role We are looking for a detail-oriented and customer-focuse d Quality Analyst (QA) to join our customer service team. The QA will be responsible for monitoring, evaluating, and improving the quality of customer interactions across all channels - email, chat, voice, and social media - to ensure an exceptional experience for our customers. The ideal candidate will have strong analytical skills, a passion for customer satisfaction, and a keen eye for process improvement within an e-commerce environment. Key Responsibilities Monitor and evaluate the quality of customer interactions (calls, chats, and emails) handled by customer service representatives. Develop and maintain quality monitoring forms, scorecards, and performance metrics. Provide constructive feedback and coaching to agents to enhance service quality and customer satisfaction. Identify p...