Quality Analyst (QA)
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Job Summary
Job Title: Quality Analyst (QA)
About Vertex Group:
Vertex Group is contributing towards digital transformation in this modern world with a dedicated team of experts from the industry.
With headquarters in Time’s Square New York USA we have a global presence and t connectivity across the globe with offices in the USA the UK the Philippines the UAE Nepal India and Africa.
Job Summary:
We are looking for a detail-oriented and analytical Quality Analyst (QA) to evaluate and ensure the highest standards of customer interactions for our E-Commerce process. The QA will monitor calls chats and emails to assess agent performance identify improvement areas and ensure consistent service delivery in line with client expectations and internal quality benchmarks.
Key Responsibilities:
• Conduct regular audits of customer interactions (calls chats or emails) based on defined quality parameters
• Evaluate agent performance and provide actionable feedback for improvement
• Identify training needs and collaborate with the Training and Operations teams to address performance gaps
• Track and maintain quality reports dashboards and calibration data
• Participate in calibration sessions with internal teams and clients to ensure scoring alignment
• Monitor trends highlight process-level issues and recommend corrective actions
• Ensure adherence to process compliance data security and customer satisfaction goals
• Support the operations team by sharing insights to enhance CSAT/NPS and reduce AHT/errors
• Assist in preparing and updating Quality SOPs and audit forms as per client guidelines
Required Skills & Qualifications:
• Graduate in any discipline
• Experience: Minimum 1–3 years of experience as a Quality Analyst in an E-Commerce / BPO environment
• Hands-on experience auditing customer support or sales processes
• Strong understanding of quality tools RCA (Root Cause Analysis) and performance metrics
• Excellent verbal and written communication skills in English and Hind
• Proficient in MS Excel QA scorecards and reporting tools
• Strong observation analytical and documentation skills
Work Details:
• Shift Timing: flexibility as per business need
• Work Days: 6 days working with rotational week off
• Location: Gurugram
• Compensation: Competitive salary (As per Market Standard)
Required Skills:
Customer interactions auditing Call monitoring Chat monitoring Email monitoring Agent performance evaluation Quality tools Root Cause Analysis (RCA) Performance metrics Verbal communication Written communication English MS Excel QA scorecards Reporting tools Observation skills Analytical skills Documentation skills Process compliance Data security Customer satisfaction CSAT NPS AHT reduction Quality SOPs preparation Audit form preparation
