Quality Analyst (Night Shift)

About Shaadi.com

Shaadi.com is India's foremost matchmaking platform, redefining the way people discover meaningful relationships. With over 20 years of experience, the company merges advanced technology, artificial intelligence, data insights, and human intuition to help millions establish transformative connections. Shaadi.com focuses on crafting impactful experiences at a scale rarely matched by other companies.

Role Overview

The Quality Analyst will be tasked with maintaining superior standards across all customer interactions, including voice, chat, and email. This role involves overseeing the quality of communications, highlighting areas needing improvement, delivering coaching sessions for teams, and enhancing the overall customer journey.

Key Responsibilities

• Execute quality assessments on voice calls, chats, and email interactions based on established standards.
• Offer detailed and constructive feedback to teams dealing directly with customers.
• Lead coaching and development sessions aimed at elevating team and individual performance.
• Evaluate patterns in metrics such as CSAT, NPS, FCR, AHT, and error rates to discover improvement opportunities.
• Collaborate with Operations and Training departments to tackle persistent quality issues.
• Monitor and report quality metrics through regular dashboard updates and Management Information System (MIS) reports.
• Recognize and address critical or fatal errors with appropriate corrective measures.
• Engage in ongoing initiatives to enhance customer experience and process compliance.
• Maintain detailed audit documentation and ensure strict adherence to quality frameworks.

Requirements

• Between three to five years of experience as a Quality Analyst within contact centers or customer service environments.
• Proficient in evaluating voice, chat, and email interactions through audits.
• Deep understanding of customer experience indicators including CSAT, NPS, FCR, and AHT.
• Advanced analytical and reporting capabilities, with strong skills in MS Excel or Google Sheets.
• Experience using platforms such as Freshdesk, Zoho, Verint, or equivalent tools is advantageous.
• Excellent command of English and Hindi, while any additional regional language skills are beneficial.
• Strong abilities in coaching, delivering feedback, and managing stakeholders effectively.
• Capacity to detect trends and convert data into practical improvement actions.
• Graduate degree in any field.

Benefits

• Competitive salary package with performance-based incentives.
• Meaningful role contributing to exceptional customer experiences.
• Distinct career progression from Quality Analyst to Senior QA and further to QA Lead.
• Comprehensive health insurance and other employee benefits.
• Be part of an iconic and established brand active since 1996.
• Work environment that encourages collaboration and operates at a dynamic pace.

Work Location

The position is based in Mumbai or Thane, as applicable.