Quality Analyst (QA)
Are you passionate about driving quality excellence, coaching teams, and enhancing customer experience We are looking for a detail-oriented and analytical Quality Analyst (QA) to join our team and help ensure operational excellence across customer support channels.
Key Responsibilities
- Conduct quality evaluations of customer interactions across chat, email, and voice channels to ensure adherence to quality standards and client expectations.
- Monitor and analyse agent performance through regular audits and quality assessments.
- Perform team-level quality analysis to identify trends, gaps, and improvement opportunities.
- Facilitate and participate in calibration sessions to maintain scoring consistency and audit accuracy.
- Execute compliance audits, fraud audits, and creative/content approvals in accordance with business requirements.
- Develop, review, and continuously improve quality frameworks, scorecards, and audit guidelines aligned with evolving workflows.
- Track and report key quality metrics, providing actionable insights to stakeholders.
- Present audit findings, performance trends, and improvement recommendations to internal leadership and client stakeholders.
- Maintain a thorough understanding of business workflows, policies, tools, and customer support processes.
Required Qualifications
- Previous experience as a Quality Analyst or in a customer support quality-monitoring role.
- Experience auditing chat, email, and/or voice interactions.
- Strong analytical and reporting skills with the ability to interpret quality data and identify trends.
- Excellent communication, coaching, and stakeholder management skills.
- Experience conducting calibration sessions and delivering performance feedback.
- Knowledge of compliance standards, quality frameworks, and audit methodologies.
- Proficiency in MS Excel, reporting tools, and quality management systems.
- Prior experience working as an Agent/Customer Support Representative in a similar workflow is highly preferred.
- Ability to work in a fast-paced environment while maintaining accuracy and attention to detail.
Preferred Skills
- Quality Assurance & Quality Control
- Root Cause Analysis
- Process Improvement
- Coaching & Mentoring
- Stakeholder Management
- Data Analysis & Reporting
- Compliance & Risk Management
- Customer Experience (CX)
- Fraud Detection & Auditing
Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their position
