Quality Analyst (Support or Service Desk)? Team lead? Chennai & Indore - GO/JC/988/2025

Job Description

Job Description Job title: Quality Analyst (Support Or Service Desk) Job Location: Chennai & Indore Candidate Specification & Job Description Candidate should have 4+ years of experience as Quality Analyst Monitor and evaluate support interactions (calls, chats, emails) to ensure adherence to quality standards and SLOs. Identify trends, gaps, and areas of improvement in agent performance and customer experience. Provide actionable feedback and coaching to agents to improve communication, technical accuracy, and customer satisfaction. Collaborate with training and operations teams to update SOPs and knowledge base content. Conduct root cause analysis for recurring quality issues and recommend process improvements. Track quality metrics and prepare regular reports for leadership. Ensure compliance with internal policies, client expectations, and regulatory standards. Excellent verbal and written communication skills. Strong analytical and observational skills. Experience with QA tools and scorecards. Familiarity with support workflows, ticketing systems, and ITIL practices. Ability to deliver constructive feedback and coaching. Proficiency in Google Workspace tools (Gmail, Docs, Sheets, Meet, etc.). Prior experience in a support or service desk environment. Exposure to Google product ecosystem (Gemini app, Notebook LLM, App Sheet, etc.). Knowledge of quality frameworks (e.g., Six Sigma, COPC). Google Workspace Administrator certification is a strong advantage. Should be flexible with shifts Skills Required RoleQuality Analyst (Support or Service Desk)? Team lead? Chennai & Indore Industry TypeITES/BPO/KPO Functional Area Required Education B.Com Employment TypeFull Time, Permanent Key Skills QUALITY ANALYST CUSTOMER EXPERIENCE Other Information Job CodeGO/JC/988/2025 Recruiter NameMarilakshmi S