Quality Analyst – Case & Communications Management

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

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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.

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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

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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

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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

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Compensation

• CTC: ₹4 – ₹6 LPA