Quality Analyst – E-commerce (L1 Support)

Quality Analyst – E-commerce (L1 Support) Company: ISON XPERIENCES BPO INDIA PRIVATE LIMITED Location: Doon Express Business Park, 1st Floor, Zones 2210 & 2240, Michigan Avenue, Opp. Transport Nagar, Saharanpur Road, Dehradun – 248001 Experience: Minimum 1 year of Quality Analyst (QA) experience in a BPO/E-commerce Customer Support process (Mandatory).

Salary CTC: ₹28,000 – ₹30,000 per month Expected In-hand: Approximately ₹24,000 – ₹25,500 per month (PF & Medical Insurance applicable) Qualification: Graduate or Undergraduate Preferred Candidate Profile Priority will be given to candidates who: Have Quality Analyst experience in Flipkart processes (Preferred). Have worked on e-commerce processes such as Amazon, Paytm, Meesho, Myntra, LimeRoad, etc.

Have experience in Voice, Chat, or Email Customer Support Quality. Possess strong analytical and coaching skills. Key Skills & Responsibilities: Conduct quality audits for Voice, Chat, and Email interactions as per defined QA standards. Monitor agent performance and ensure adherence to SOPs, process guidelines, and compliance requirements.

Deliver timely, structured, and actionable feedback to improve agent performance. Drive improvements in key metrics such as Quality Score, CSAT, FCR, AHT, Compliance, and Customer Experience. Perform calibration sessions with Operations and Training teams to ensure scoring consistency. Conduct root cause analysis (RCA) and identify performance gaps with corrective action plans.

Prepare daily, weekly, and monthly QA reports, dashboards, and trend analyses. Support new process launches, quality initiatives, and continuous improvement projects. Excellent communication, stakeholder management, coaching, and reporting skills. Strong working knowledge of MS Excel, QA tools, and quality documentation.

Immediate Joiners Preferred! HR Contact: Ramesh Pal 7303443025