Quality Analyst

Job Purpose

Monitor, evaluate and improve the quality of web chat, email and digital customer-care interactions. The role ensures accurate and compliant resolution, professional written communication, appropriate digital tone, customer empathy, efficient conversation flow and complete documentation. The Quality Analyst will identify recurring defects, complete root-cause analysis, provide actionable feedback and support measurable improvement in customer effort, resolution quality and digital service outcomes.

Job Requirements*

• 3-6 years of international web chat, email or digital customer-care experience, including 1-2 years in a dedicated quality-monitoring or quality-analyst role.

• Excellent written English with strong grammar, spelling, punctuation, sentence structure, clarity and tone adaptation.

• Experience evaluating live chat, email, messaging or other non-voice interactions involving complex queries, complaints, escalations, retention and billing explanations.

• Ability to assess chat opening, authentication, probing, response relevance, conversational flow, empathy, personalisation, response accuracy, hold management, closure and documentation.

• Ability to apply quality frameworks consistently, including fatal and non-fatal errors, customer-impact defects and compliance-impact defects.

• Analytical capability to interpret quality scores, error trends, repeat contacts, customer feedback, transfer rates, response quality and complaint drivers.

• Experience delivering structured, evidence-based feedback and supporting targeted coaching plans.

• Working knowledge of digital quality-monitoring tools, CRM or case-management systems, knowledge bases, web chat platforms, email tools, Excel and reporting formats.

• Understanding of privacy, data protection, customer verification, consent, mandatory disclosures, secure handling of information and digital-record retention.

Key Responsibilities*

• Monitor and evaluate web chat, email and digital interactions against the approved quality framework.

• Assess written communication for grammar, spelling, punctuation, clarity, tone, empathy, personalisation and brand alignment.

• Evaluate whether the associate understood the customer intent, used effective written probing, provided relevant information and maintained a logical conversation flow.

• Review response accuracy for account, billing, usage, payment, adjustment, retention and service information communicated through approved digital channels.

• Assess management of concurrent chats, including response timeliness, correct use of hold or delay messages, attention to each customer and avoidance of cross-customer information errors.

• Verify authentication, privacy, consent, mandatory disclosure, secure-data handling and case-documentation requirements.

• Identify fatal errors, compliance breaches, misinformation, unsupported commitments, copy-paste errors, incorrect templates and incomplete closures.

• Record findings with objective evidence, clear rationale and specific improvement recommendations.

• Conduct root-cause analysis on quality failures, repeat contacts, low customer-effort results, complaint drivers, transfers and unresolved digital interactions.

• Prepare quality dashboards covering scores, error trends, channel performance, agent performance, process gaps and corrective actions.

• Participate in internal, client and cross-site calibration sessions to maintain consistent interpretation and scoring.

• Deliver structured feedback and support team leaders with coaching plans, follow-up reviews and validation of improvement.

• Identify knowledge gaps, outdated templates, ineffective macros, SOP ambiguity and digital-journey friction, and recommend corrective or preventive action.

• Support audit readiness, governance reviews and continuous-improvement initiatives with complete documentation.