Quality Analyst - E-Commerce

About the role Full-time Quality Analyst role assessing customer calls, chats, and emails in an e-commerce customer service environment. Evaluate agent performance, identify improvement opportunities, and ensure interactions meet client expectations and internal quality standards. Key responsibilities - Audit customer interactions against defined quality standards and provide actionable feedback to agents. - Identify training needs and collaborate with Training and Operations teams to address performance gaps. - Maintain quality reports, dashboards, and calibration data. - Participate in internal and client calibration sessions to align quality scoring. - Analyse trends, identify process issues, and recommend corrective actions. - Monitor process compliance, data security, and customer satisfaction standards. - Share insights to improve customer satisfaction (CSAT) and Net Promoter Score (NPS), while reducing average handling time (AHT) and errors. - Help update quality standard operating procedures (SOPs) and audit forms to meet client guidelines. Requirements - 1–3 years of Quality Analyst experience in an e-commerce or business process outsourcing (BPO) environment. - Experience auditing customer support or sales interactions. - Understanding of quality tools, Root Cause Analysis (RCA), and performance metrics. - Strong verbal and written communication skills in English and Hindi. - Proficiency in Microsoft Excel, QA scorecards, and reporting tools. - Strong observation, analytical, and documentation skills.