Quality Analyst - Digital (Web Chat & Email)_A_Kolkata

Location

Kolkata

Experience

2–8 Years

Band

BPO 2/3

Salary

Up to ₹9 LPA

Process Type

Web Chat, Email & Digital Customer Support

Shift

Rotational shifts, including night/graveyard shifts, based on business requirements

Job Type

Full-Time

Role Purpose

We are hiring a Quality Analyst – Digital to monitor, evaluate, and improve the quality of web chat, email, and digital customer-care interactions. The role will ensure accurate and compliant resolutions, professional written communication, appropriate digital tone, customer empathy, efficient conversation flow, and complete documentation.

The Quality Analyst will identify recurring defects, conduct root-cause analysis, provide actionable feedback, and support measurable improvements in customer effort, resolution quality, and overall digital service outcomes.

Key Requirements

3–6 years of experience in international web chat, email, or digital customer care, including 1–2 years in a dedicated Quality Monitoring/Quality Analyst role.

Excellent written English with strong grammar, spelling, punctuation, sentence structure, clarity, and tone adaptation.

Experience evaluating live chat, email, messaging, or other non-voice interactions involving complex queries, complaints, escalations, retention, and billing explanations.

Ability to assess chat opening, authentication, probing, response relevance, conversational flow, empathy, personalization, response accuracy, hold management, closure, and documentation.

Strong understanding of quality frameworks, including fatal and non-fatal errors and customer/compliance-impact defects.

Strong analytical skills with the ability to interpret quality scores, error trends, repeat contacts, customer feedback, transfer rates, response quality, and complaint drivers.

Experience providing structured, evidence-based feedback and supporting targeted coaching plans.

Working knowledge of digital quality-monitoring tools, CRM/case-management systems, knowledge bases, web-chat platforms, email tools, Excel, and reporting formats.

Strong understanding of privacy, data protection, customer verification, consent, mandatory disclosures, secure information handling, and digital-record retention.

Key Responsibilities

Monitor and evaluate web chat, email, and digital interactions against the approved quality framework.

Assess written communication for grammar, spelling, punctuation, clarity, tone, empathy, personalization, and brand alignment.

Evaluate customer-intent understanding, written probing, response relevance, and logical conversation flow.

Review the accuracy of account, billing, usage, payment, adjustment, retention, and service information communicated through approved digital channels.

Assess concurrent-chat management, response timeliness, hold/delay messages, customer focus, and prevention of cross-customer information errors.

Verify authentication, privacy, consent, mandatory disclosures, secure-data handling, and case-documentation requirements.

Identify fatal errors, compliance breaches, misinformation, unsupported commitments, copy-paste errors, incorrect templates, and incomplete closures.

Document quality findings using objective evidence, clear rationale, and specific improvement recommendations.

Conduct root-cause analysis of quality failures, repeat contacts, low customer-effort results, complaint drivers, transfers, and unresolved digital interactions.

Prepare quality dashboards covering scores, error trends, channel performance, agent performance, process gaps, and corrective actions.

Participate in internal, client, and cross-site calibration sessions to ensure consistent interpretation and scoring.

Deliver structured feedback and support Team Leaders with coaching plans, follow-up reviews, and improvement validation.

Identify knowledge gaps, outdated templates, ineffective macros, SOP ambiguities, and digital-journey friction.

Recommend corrective and preventive actions to improve digital customer experience.

Support audit readiness, governance reviews, and continuous-improvement initiatives through complete and accurate documentation.

Core Quality CapabilitiesEvaluation Objectivity

Evaluate digital interactions consistently.

Support findings with objective evidence.

Maintain low variance against calibration benchmarks.

Written Communication Quality

Assess grammar, spelling, clarity, tone, empathy, personalization, readability, and professional digital etiquette.

Chat Flow & Control

Evaluate opening, verification, probing, response relevance, hold management, concurrent-chat discipline, recap, and closure.

Digital Accuracy

Verify that information, links, templates, macros, commitments, and case notes are accurate, current, and appropriate.

Compliance Assurance

Assess authentication, privacy, consent, secure information handling, mandatory disclosures, and complete documentation.

Root-Cause Analysis

Identify whether defects originate from knowledge, skill, process, system, template, policy, or behavior.

Data & Reporting

Translate evaluation data into channel-level trends, insights, risks, and recommended actions.

Coaching & Calibration

Deliver actionable feedback, align scoring standards, and validate improvement following coaching.

Digital Improvement

Recommend improvements to macros, templates, knowledge content, chatbot handoffs, SOPs, and customer journeys to prevent recurring issues.

Qualifications & SkillsExperience

3–6 years of international web chat, email, or digital customer-care experience.

1–2 years of dedicated Quality Monitoring or Quality Analysis experience.

Core Skills

Digital Interaction Monitoring

Quality Calibration

Written Quality Assessment

Root-Cause Analysis

Defect Identification

Compliance Review

Coaching & Feedback

Quality Reporting

Communication Skills

Excellent written English

Grammar and tone assessment

Concise digital writing

Objective documentation

Stakeholder communication

Analytical Skills

Trend analysis

Error categorization

Pareto and root-cause analysis

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