Chemist Box Private Limited, a rapidly expanding multi-outlet retail pharmacy chain operating approximately 20 to 24 stores in Bihar with aggressive growth plans, requires a Back Office Executive (Operations) to serve as a Quality Analyst based in Patna. The core responsibilities involve systematically monitoring recorded calls to evaluate agent performance, analyzing the handling and resolution of customer complaints, and assigning quality scores based on predefined metrics such as tone, accuracy, and problem resolution. You will also be tasked with constructing actionable feedback and coaching reports to help customer service staff improve. This role is essential for maintaining service standards and ensuring compliance across the company's operational processes as it scales its retail presence.