Quality Analyst Chat support

Qulaity Analyst Chat Support

4\+ years

Panchkula

Night Shift

• *The strongest candidates will bring:**

1\. Calibration discipline: Obsesses over scoring consistency across the team. Runs regular calibration sessions seamlessly and treats scoring drift as a problem to fix fast.

2\. Relevant experience: Has done the frontline support work being measured, plus QA methodology and people leadership.

3\. The right things measured: Doesn't just enforce the scorecard. Questions whether it captures what actually moves CSAT, FCR, and customer experience, and adjusts when it doesn't.

4\. Coaching over policing: Treats QA as the function that makes agents better, not a violations tracker. Agents should experience QA as helpful.

5\. Influence without authority: Backs every ask with a clear read of the numbers. Uses data and persuasion to drive change, including across teams they don't directly manage.

6\. Turns observations into signal: Looks at scored conversations and surfaces the story, not just one\-off anecdotes, so we know where to focus.

7\. Leads and aligns the team: Keeps auditors working to one standard so the data is trustworthy and decisions hold

Pay: Up to ₹500,000\.00 per month

Benefits