Quality Analyst (QA)

Job Title: Quality Analyst(QA)

About Vertex Group

Vertex Group is contributing towards digital transformation in this modern world with a dedicated team of experts from the industry.

With headquarters in Times Square, New York, USA, we have a global presence and t connectivity across the globe with offices in the USA, the UK, the Philippines, the UAE, Nepal, India, and Africa.

Job Summary

We are looking for a detail-oriented and analytical Quality Analyst (QA) to evaluate and ensure the highest standards of customer interactions for our E-Commerce process. The QA will monitor calls, chats, and emails to assess agent performance, identify improvement areas, and ensure consistent service delivery in line with client expectations and internal quality benchmarks.

Key Responsibilities

• Conduct regular audits of customer interactions (calls, chats, or emails) based on defined quality parameters
• Evaluate agent performance and provide actionable feedback for improvement
• Identify training needs and collaborate with the Training and Operations teams to address performance gaps
• Track and maintain quality reports, dashboards, and calibration data
• Participate in calibration sessions with internal teams and clients to ensure scoring alignment
• Monitor trends, highlight process-level issues, and recommend corrective actions
• Ensure adherence to process compliance, data security, and customer satisfaction goals
• Support the operations team by sharing insights to enhance CSAT/NPS and reduce AHT/errors
• Assist in preparing and updating Quality SOPs and audit forms as per client guidelines

• Graduate in any discipline
• Experience: Minimum 1-3 years of experience as a Quality Analyst in an E-Commerce / BPO environment
• Hands-on experience auditing customer support or sales processes
• Strong understanding of quality tools, RCA (Root Cause Analysis), and performance metrics
• Excellent verbal and written communication skills in English and Hind
• Proficient in MS Excel, QA scorecards, and reporting tools
• Strong observation, analytical, and documentation skills

• Shift Timing: flexibility as per business need
• Work Days: 6 days working with rotational week off
• Location: Gurugram
• Compensation: Competitive salary (As per Market Standard)