Quality Analyst – E-commerce (L1 Support)
Company: ISON XPERIENCES BPO INDIA PRIVATE LIMITED
Location:
Doon Express Business Park, 1st Floor, Zones 2210 & 2240, Michigan Avenue, Opp. Transport Nagar, Saharanpur Road, Dehradun – 248001
Experience:
Minimum 1 year of Quality Analyst (QA) experience in a BPO/E-commerce Customer Support process (Mandatory).
Salary
- CTC: ₹28,000 – ₹30,000 per month
- Expected In-hand: Approximately ₹24,000 – ₹25,500 per month (PF & Medical Insurance applicable)
Qualification:
- Graduate or Undergraduate
- Preferred Candidate Profile
Priority will be given to candidates who:
- Have Quality Analyst experience in Flipkart processes (Preferred).
- Have worked on e-commerce processes such as Amazon, Paytm, Meesho, Myntra, LimeRoad, etc.
- Have experience in Voice, Chat, or Email Customer Support Quality.
- Possess strong analytical and coaching skills.
Key Skills & Responsibilities:
- Conduct quality audits for Voice, Chat, and Email interactions as per defined QA standards.
- Monitor agent performance and ensure adherence to SOPs, process guidelines, and compliance requirements.
- Deliver timely, structured, and actionable feedback to improve agent performance.
- Drive improvements in key metrics such as Quality Score, CSAT, FCR, AHT, Compliance, and Customer Experience.
- Perform calibration sessions with Operations and Training teams to ensure scoring consistency.
- Conduct root cause analysis (RCA) and identify performance gaps with corrective action plans.
- Prepare daily, weekly, and monthly QA reports, dashboards, and trend analyses.
- Support new process launches, quality initiatives, and continuous improvement projects.
- Excellent communication, stakeholder management, coaching, and reporting skills.
- Strong working knowledge of MS Excel, QA tools, and quality documentation.
Immediate Joiners Preferred!
HR Contact:
Ramesh Pal
7303443025