Quality Analyst for E-Commerce Process

Job Title: Quality Analyst for E-Commerce Process

Location: Bangalore, India

Designation: Quality Analyst for E-Commerce Process

Salary: ₹4.5 - 5 LPA

Gender: Open to Both Male & Female Candidates

Job Overview:

We are seeking a detail-oriented and experienced Quality Analyst to join our team, specializing in the E-Commerce process. As a Quality Analyst, you will be responsible for ensuring the highest standards of quality and performance in customer service, order management, returns, and other e-commerce operations. You will monitor customer interactions, evaluate performance metrics, and provide valuable feedback to ensure continuous improvement in line with client expectations and industry best practices.

Key Responsibilities:

Quality Monitoring & Evaluation:

• Evaluate and monitor the quality of customer interactions across multiple channels (calls, chats, emails) to ensure adherence to process standards and client requirements.

• Conduct regular audits on customer interactions (order management, inquiries, returns, complaints, etc.) to identify areas for improvement.

• Assess agent performance against predefined quality metrics, including accuracy, professionalism, and customer satisfaction.

Reporting & Analytics:

• Generate and maintain detailed reports on quality metrics, identifying trends and areas for improvement.

• Provide actionable insights to the management team regarding performance and quality levels.

• Track key performance indicators (KPIs) to measure the success of quality initiatives.

Feedback & Coaching:

• Provide regular and constructive feedback to customer service agents based on quality assessments.

• Work closely with team leads and agents to provide coaching and support, aiming for continuous improvement.

• Assist in identifying knowledge gaps and skill-building opportunities for agents.

Process Improvement:

• Collaborate with cross-functional teams (operations, HR, training) to identify areas for process optimization.

• Recommend and help implement corrective actions for quality issues and performance discrepancies.

• Suggest improvements to enhance the overall customer experience and ensure efficiency within e-commerce operations.

Client Liaison & Compliance:

• Ensure that the e-commerce operations comply with client-specific quality standards and guidelines.

• Liaise with clients when necessary to discuss quality concerns and provide updates on improvement initiatives.

• Ensure all quality standards are adhered to in line with service level agreements (SLAs).

Key Skills & Requirements:

Education:

• A Bachelor’s degree or equivalent in a relevant field.

Experience:

• Minimum 2 years of experience in Quality Analysis, preferably in an e-commerce or BPO environment.

• Hands-on experience in evaluating customer interactions and performance metrics.

Technical Skills:

• Strong understanding of e-commerce processes such as order management, product inquiries, returns, and customer service.

• Proficiency with quality monitoring tools, CRM software, and performance tracking systems.

Analytical Skills:

• Strong attention to detail with the ability to analyze and interpret data to identify trends and root causes.

• Ability to generate reports and presentations based on key performance indicators (KPIs).

Communication Skills:

• Excellent written and verbal communication skills to deliver clear and concise feedback.

• Strong interpersonal skills to interact with team members, management, and clients.

Problem-Solving Skills:

• Ability to identify issues, analyze processes, and implement solutions to improve quality and performance.

Soft Skills:

• Strong organizational and time-management skills.

• Ability to multitask, prioritize work, and meet deadlines in a fast-paced environment.

• Proactive, self-motivated, and adaptable to change.

Language Proficiency:

• Proficiency in English is required. Knowledge of additional languages is a plus.

Why Join Us?

• Competitive salary package (₹4.5 - 5 LPA).

• Opportunity to work with a leading e-commerce company and contribute to the continuous improvement of operational quality.

• A collaborative and dynamic work environment with a focus on growth and professional development.

• Access to training programs and career advancement opportunities.