Gratitude·Kolkata
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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…
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