Chat quality analyst

Chat Monitoring \& Quality Auditing

• Focus Area: Evaluating live or historical chat transcripts against the company’s quality scorecard (e.g., tone, empathy, grammar, formatting, and issue resolution).
• Measurable Metrics:

o Target number of chats audited per agent per month.

o Quality Assurance (QA) score percentage.

o Fatal error rate (e.g., sharing incorrect information or violating privacy policies).

2\. Feedback, Coaching \& Training

• Focus Area: Conducting regular 1\-on\-1 feedback sessions with chat agents to discuss audit results, celebrate strengths, and provide actionable tips for improvement.
• Measurable Metrics:

o Average feedback hours per agent.

o Agent performance improvement rate (gap closure).

o Agent satisfaction (ASAT) or feedback acknowledgment scores.

3\. Process Adherence \& Compliance

• Focus Area: Ensuring chat agents follow strict Standard Operating Procedures (SOPs), data security protocols, and compliance guidelines.
• Measurable Metrics:

o Critical compliance breaches (0% tolerance for PII leaks).

o Adherence to pre\-approved scripts and macros.

4\. Reporting \& Data Analysis

• Focus Area: Tracking and compiling QA metrics, identifying trends in agent mistakes, and presenting these reports to operation managers.
• Measurable Metrics:

o Timely delivery of daily/weekly/monthly QA reports.

o Identification of root causes for recurring customer complaints.

5\. Calibration \& Process Improvement

• Focus Area: Aligning QA standards with operational teams (Team Leaders/Managers) by jointly grading selected chats. Identifying gaps in current chat knowledge bases (KB) or workflows and suggesting improvements.
• Measurable Metrics:

o Calibration Variance Score (how closely the QA’s grading aligns with Operations Leaders).

o Number of process improvements or macro/script updates recommended and implemented.

Pay: ₹9,000\.00 \- ₹42,407\.48 per month

Work Location: In person