Digital Customer Support Quality Analyst – Chat & Email
KolkataFull-time3–6 yrsPosted yesterday
Mid-level customer support role at Gratitude in Kolkata. Needs 3+ years and a degree.
About the role
The Quality Analyst will identify performance gaps, conduct root-cause analysis, provide actionable feedback, and drive continuous improvements in customer experience and service quality.Key ResponsibilitiesMonitor and evaluate web chat, email, and digital customer interactions against established quality standards and evaluation frameworks.Assess written communication for grammar, spelling, punctuation, clarity, tone, empathy, personalisation, and brand alignment.Evaluate customer intent…
What you need
- Customer service
- Communication
Good to have
- Root cause analysis
- Escalation handling
- VBA
- SOP writing
- Six Sigma