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Quality Analyst – Case & Communications Management
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#704367
Full Time
Job Description
Full job description
Quality Analyst – Case & Communications Management
Location: Mumbai
Employment Type: Full-time Work from Office
Working Days: 5 Days (Saturday & Sunday Fixed Off)
Reports to: Manager – Case & Communications
Role Overview
We are looking for a detail-oriented and analytical Quality Analyst to monitor, evaluate, and enhance the quality of operations across all process streams.
This role requires strong process understanding, attention to detail, and the ability to identify gaps, drive corrective actions, and ensure strict adherence to SOPs, communication standards, and compliance requirements. The candidate will play a key role in maintaining high service standards and driving continuous process improvement.
Key Responsibilities
Conduct regular audits of emails, WhatsApp interactions, calls, and system/platform activities
Evaluate communication quality (tone, accuracy, professionalism) as per defined guidelines
Identify process deviations and ensure strict adherence to SOPs
Track, categorize, and report critical and minor errors across the team
Perform Root Cause Analysis (RCA) and recommend corrective and preventive actions
Monitor TAT adherence and highlight delays or process gaps
Audit documentation quality (case updates, uploads, naming conventions, etc.)
Provide structured and actionable feedback to team members and management
Maintain quality scorecards, dashboards, and performance reports
Support training initiatives based on quality gaps identified
Ensure consistency in templates, scripts, and communication standards
Create, update, and ensure end-to-end follow-up on SOPs and process documentation
Collaborate closely with the Assistant Manager to improve overall process quality
Eligibility & Qualifications
Graduate in any discipline (additional certifications are a plus)
Experience: 2–4 years in Quality / Audit / Customer Service
Preferred Background: Customer Service / BPO environment
Required Skills
Excellent written and verbal communication skills
Strong analytical and observation skills
High attention to detail and accuracy
Strong understanding of SOP-driven processes
Experience in quality audits and RCA
Ability to provide constructive feedback and drive improvements
Good working knowledge of Excel (mandatory)
Experience in SOP creation, documentation, and end-to-end follow-up
Tech-savvy with the ability to work on multiple tools and dashboards
Strong ownership mindset and accountability
Compensation
CTC: ₹4 – ₹6 LPA
Job Category: Quality Analyst – Case & Communications Management
Job Type: Full Time
Job Location: Mumbai
Country: India
Quality Analyst – Case & Communications Management
Location: Mumbai
Employment Type: Full-time Work from Office
Working Days: 5 Days (Saturday & Sunday Fixed Off)
Reports to: Manager – Case & Communications
Role Overview
We are looking for a detail-oriented and analytical Quality Analyst to monitor, evaluate, and enhance the quality of operations across all process streams.
This role requires strong process understanding, attention to detail, and the ability to identify gaps, drive corrective actions, and ensure strict adherence to SOPs, communication standards, and compliance requirements. The candidate will play a key role in maintaining high service standards and driving continuous process improvement.
Key Responsibilities
Conduct regular audits of emails, WhatsApp interactions, calls, and system/platform activities
Evaluate communication quality (tone, accuracy, professionalism) as per defined guidelines
Identify process deviations and ensure strict adherence to SOPs
Track, categorize, and report critical and minor errors across the team
Perform Root Cause Analysis (RCA) and recommend corrective and preventive actions
Monitor TAT adherence and highlight delays or process gaps
Audit documentation quality (case updates, uploads, naming conventions, etc.)
Provide structured and actionable feedback to team members and management
Maintain quality scorecards, dashboards, and performance reports
Support training initiatives based on quality gaps identified
Ensure consistency in templates, scripts, and communication standards
Create, update, and ensure end-to-end follow-up on SOPs and process documentation
Collaborate closely with the Assistant Manager to improve overall process quality
Eligibility & Qualifications
Graduate in any discipline (additional certifications are a plus)
Experience: 2–4 years in Quality / Audit / Customer Service
Preferred Background: Customer Service / BPO environment
Required Skills
Excellent written and verbal communication skills
Strong analytical and observation skills
High attention to detail and accuracy
Strong understanding of SOP-driven processes
Experience in quality audits and RCA
Ability to provide constructive feedback and drive improvements
Good working knowledge of Excel (mandatory)
Experience in SOP creation, documentation, and end-to-end follow-up
Tech-savvy with the ability to work on multiple tools and dashboards
Strong ownership mindset and accountability
Compensation
CTC: ₹4 – ₹6 LPA
Job Category: Quality Analyst – Case & Communications Management
Job Type: Full Time
Job Location: Mumbai
Country: India
