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Quality Analyst — Customer Experience Team (CET)

Job Title: Quality Analyst (Customer Experience Team)

Location: Bangalore

Job Type: Full-time

Reports To: Quality Lead

Experience: Minimum 2 to 3 years as a Quality Analyst in a customer service environment

About Us

Wakefit is a dynamic and innovative home solutions leader, committed to delivering exceptional products and services to our customers. As a part of our commitment to excellence, we are seeking an experienced Quality Analyst to join our Customer Experience Team and take ownership of interaction quality across our support channels.

Job Overview

As a Quality Analyst, you will audit customer interactions across voice, chat and ticketing, email channels, identify what is going wrong and why, and convert those findings into feedback and coaching that measurably improves agent performance. The role carries end-to-end ownership of the quality cycle — auditing against defined parameters, marking critical errors accurately, delivering structured feedback, participating in calibration, identifying training needs and publishing quality reporting. You will work closely with the Training team and with Operations, so findings translate into action on the floor rather than sitting in a report.

Responsibilities

Audit and Evaluation

• Audit customer interactions across voice, chat and ticketing, email channels against the defined quality parameters and evaluation form.

• Meet the agreed monthly audit quota per agent and per line of business, maintaining consistent coverage across the team.

• Score accurately and objectively, and record a specific validation reason and clear observation remarks against every failed parameter.

• Record enough detail in every audit — the specific moment, the parameter and the reason — that the score can be explained and justified to the agent and their supervisor.

Critical Error Management

• Identify and mark critical errors correctly, distinguishing customer impact from business impact.

• Apply the fatal error framework consistently, recognising that a critical error carries a disproportionate consequence for the audit and for the customer.

• Highlight repeat critical errors by agent and by parameter, so persistent gaps are escalated rather than repeatedly coached.

• Escalate compliance or customer-risk issues to the Quality Lead immediately, without waiting for the reporting cycle.

Feedback and Coaching

• Deliver structured one-to-one feedback sessions with agents, using the audited interaction as evidence rather than opinion.

• Use recognised feedback mechanisms and models to keep sessions balanced, specific and behaviour focused.

• Agree clear, measurable actions with the agent and their team leader, and document them for follow-up.

• Track whether the coached behaviour actually improves in the following audit cycle, and re-coach or escalate where it has not.

• Conduct joint feedback sessions with Operations and Training where a gap needs more than a quality conversation.

Calibration

• Participate in weekly calibration sessions with other Quality Analysts, the Quality Lead and the Training team.

• Keep scoring variance within the agreed threshold, and be able to hold and justify a score in a calibration disagreement.

• Contribute to refinement of the evaluation form, parameter definitions and scoring guidelines where audits show ambiguity.

Training Needs Identification (TNA / TNI)

• Convert audit findings into training needs at agent, team and process level.

• Identify the parameters and error trends driving the largest quality loss, and share them with the Training team for intervention.

• Distinguish a genuine training need from a process, tool or knowledge-availability gap, and route each to the right owner.

• Support refresher and improvement training for bottom quartile performers by supplying the underlying quality evidence.

Reporting and Analysis

• Maintain weekly and monthly quality reporting — audit volume, average quality score, critical error rate and parameter-wise performance.

• Analyse trends by agent, team, channel and line of business, and present the story behind the movement rather than only the numbers.

• Share periodic insights and recommendations with the Quality Lead and stakeholders.

Process and Continuous Improvement

• Flag systemic issues surfacing repeatedly in audits — unclear processes, missing SOPs, tool limitations — so they are fixed at source.

• Contribute to voice of customer analysis, using audit observations to highlight recurring customer pain points.

• Support new hire nesting by auditing early interactions and giving rapid feedback before habits set.

Qualifications

• Bachelor's degree or equivalent.

• Minimum 2 to 3 years of experience as a Quality Analyst in a customer service, customer support or contact centre environment.

• Hands-on experience auditing interactions across at least one of voice, chat or ticketing, with exposure to more than one channel preferred.

• Working knowledge of quality management or audit tools, and the ability to pick up a new platform quickly.

• Sound understanding of quality parameters, critical error frameworks and audit governance.

• Practical experience of feedback mechanisms and coaching models, with a track record of feedback that changed agent behaviour.

• Experience of participating in calibration and maintaining scoring consistency.

• Strong analytical skills and working Excel — pivot tables, lookups and comfort handling large audit data sets.

• Excellent written and verbal communication, with the ability to write observations a third party can act on without further explanation.

• Objectivity and the confidence to hold a position in a performance conversation, balanced with empathy towards agents.

• Ability to manage multiple priorities and meet audit and reporting deadlines consistently.

Languages

Proficiency in English and Hindi is essential. Working knowledge of one additional Indian language is an added advantage.

Contact/Email- 9997157124/ archie@skillmatrixindia.com

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