Customer Support Quality Analyst

Location: Pune, India

Work Arrangement: This is a 100% on-site position in Pune, India. Applicants must currently be based in Pune. Relocation assistance is NOT available.

We’re looking for a detail-oriented and analytical Customer Support Quality Analyst to join our team in Pune, India.

You’ll review and score customer interactions across phone, email, and live chat, ensuring they meet our quality standards and deliver a positive customer experience. You’ll identify trends, highlight areas for improvement, maintain accurate quality records, and work closely with the Support Team and UK Head Office.

Full training on our quality framework and internal processes will be provided. Previous QA experience is beneficial but not essential.

• Review and score customer interactions against established quality standards.
• Identify errors, recurring issues, and opportunities to improve customer service.
• Record assessment results accurately and contribute to quality reporting.
• Share findings and support constructive feedback and continuous improvement.
• Participate in quality calibration sessions to ensure consistent and fair scoring.
• Work collaboratively with Support Team Leads, managers, and UK based colleagues.

• At least 1 year of experience in customer service, support, administration, or quality assurance.
• Excellent attention to detail and strong written and spoken English.
• An objective, methodical approach to reviewing information.
• Good organizational, analytical, and time-management skills.
• Confidence using computer systems, spreadsheets, and digital tools.
• A proactive attitude, willingness to learn, and ability to work independently and as part of a team.

It would be great if you also had:

• Contact centre experience, call monitoring or quality scoring.
• Familiarity with QA tools such as Scorebuddy, Klaus or EvaluAgent
• Experience working with international teams.
  
  

This is a 100% on-site position in Pune, India. Applicants must currently be based in Pune. Relocation assistance is not available.