QA / QC Analyst

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
• Critical Error Management
• Feedback and Coaching
• Calibration
• Training Needs Identification ( TNA/ TNI)
• Reporting and Aanlysis
• Process and Continuous Improvement

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