Quality Analyst

Vashi Integrated
Posted: 4 weeks ago
2-5 years
Turbhe New Office, India
work from office
Full Time
Closes 12 Dec 2026
Posted: 4 weeks ago
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Posted over 15 days ago, so the role may have closed. Confirm on the employer's page when you apply, or see similar jobs.

Job Description

Role Overview: A detail-oriented and process-driven Quality Analyst (QA) to monitor and evaluate the quality of interactions (Inbound, Outbound, Chat & Email) handled by the Customer Service team. The QA will ensure adherence to process standards, identify gaps, and recommend actionable improvements to enhance customer satisfaction and service excellence.

✅ Quality Monitoring:
  • Monitor and evaluate the quality of Voice (Inbound & Outbound), Chat, and Email interactions using standard evaluation forms and scorecards.
  • Assess communication (clarity, grammar, tone), adherence to process, issue resolution, and overall customer handling.
✅Feedback & Coaching:
  • Share timely, constructive, and actionable feedback with agents and team leaders.
  • Collaborate with Team Leaders to drive improvement through coaching and performance enhancement plans.
✅ Process Compliance:
  • Ensure strict adherence to internal SOPs, regulatory guidelines, and company policies across all channels.
  • Conduct periodic audits to check compliance and identify process deviations or risk areas.
✅ Reporting & Analysis:
  • Maintain detailed records of CSAT, NPS, audit findings, scorecards, and quality reports.
  • Generate daily/weekly/monthly quality MIS reports highlighting key trends, errors, and improvement areas.
  • Analyze errors to determine training needs and process gaps.
✅ Calibration & Quality Standardization:
  • Participate in regular calibration sessions with Operations, Training, and other stakeholders to maintain consistency in evaluations.
  • Update QA forms, checklists, and scoring mechanisms as processes evolve.
✅ Process Improvement:
  • Recommend process improvements, SOP updates, and customer handling guidelines based on audit outcomes.
  • Contribute to knowledge base (FAQs, scripts) enhancement to reduce errors and improve FCR & CSAT.
✅ Customer Escalation Audits:
  • Investigate and audit escalated cases to determine root causes and prevent recurrence.

Skills

Data AnalyticsTeam ManagementQuality ManagementData Pipeline ManagementProcess StandardisationCustomer Senior Management ConnectExcel SkillsTime ManagementAnalystProblem Solving SkillsQAComplianceProcess ImprovementCustomer ServiceCommunication

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About Company

Vashi Integrated Solutions Ltd is one of India's leading industrial suppliers, offering a vast range of electrical, automation, power transmission, and piping products. The company serves various industrial sectors by providing seamless supply chain solutions and efficient delivery of world-class industrial brands.

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