Quality Analyst – Digital (Web Chat & Email)

Are you an expert in digital customer service quality? Join a dynamic team in Kolkata where you can improve customer experience, strengthen compliance, analyse quality trends, and drive service excellence across web chat, email, and other digital support channels.

Job Details

• Role: Quality Analyst – Digital (Web Chat & Email)_A

• Location: Kolkata

• Experience: 2–8 years (overall role range)

• Required Relevant Experience: 3–6 years in digital customer care, including 1–2 years in Quality Monitoring or Quality Analysis

• Band: BPO 2/3

• Salary: Up to ₹9 LPA

• Job Code: 434125

• Process: Web Chat, Email & Digital Customer Support

• Shift: Rotational shifts, including night/graveyard shifts

• Work Mode: Not specified

Key Responsibilities

• Monitor and evaluate web chat, email, and digital customer interactions against established quality standards.

• Assess written communication, including grammar, spelling, clarity, tone, empathy, and professionalism.

• Review customer verification, probing, response accuracy, conversation flow, resolution quality, and closure.

• Identify quality defects, compliance breaches, misinformation, incorrect templates, and documentation gaps.

• Conduct root-cause analysis to identify recurring errors, complaints, repeat contacts, and process gaps.

• Prepare quality dashboards and reports covering performance scores, error trends, and corrective actions.

• Provide evidence-based feedback and support targeted coaching plans for customer service associates.

• Participate in quality calibration sessions, audits, governance reviews, and continuous-improvement initiatives.

• Recommend improvements to templates, macros, knowledge bases, SOPs, and digital customer journeys.

• Ensure compliance with privacy, data protection, authentication, consent, and secure information-handling requirements.

Required Skills

• Digital Interaction Monitoring

• Quality Calibration and Quality Assessment

• Written Communication Quality

• Root-Cause Analysis and Defect Identification

• Compliance Review and Risk Identification

• Coaching and Feedback

• Quality Reporting and Trend Analysis

• Excellent written English and grammar

• Knowledge of CRM, web-chat, email, and case-management platforms

• Proficiency in Excel and reporting tools

Eligibility Requirements

• Experience in international web chat, email, or digital customer support.

• Dedicated Quality Analyst or Quality Monitoring experience.

• Ability to evaluate complex queries, complaints, escalations, billing explanations, and retention interactions.

• Strong analytical, documentation, and stakeholder communication skills.

• A bachelor's degree in any discipline is preferred.

• Utilities customer service, Lean Six Sigma, COPC, or equivalent quality-framework knowledge is an advantage.

• Willingness to work rotational and night shifts is mandatory.

Important Information

• Former TCS employees are not eligible to apply.

• PAN and Date of Birth (DOB) are required for employee profile creation.

Apply now if you have strong digital customer support quality experience and are ready to drive better customer interactions, compliance, and operational excellence.