Role Summary
Tata Consultancy Services (TCS) is hiring a Quality Analyst - Digital Customer Care within its Business Process Services function in Kolkata, West Bengal. In this non-voice quality monitoring role, you will evaluate international web chat, email, and digital customer-care interactions. You will ensure resolution accuracy, proper tone, compliance adherence, and efficient conversation flow, while conducting root-cause analysis (RCA) on defect trends and delivering targeted coaching feedback to elevate customer experience standards.
Key Responsibilities
- Interaction Auditing & Evaluation: Audit live web chats, email responses, and digital messaging against established quality frameworks (fatal/non-fatal errors, compliance breaches, brand tone, and written grammar).
- Concurrency & SLA Verification: Evaluate associate efficiency in handling concurrent chat streams, hold management, response timeliness, authentication, and secure data handling.
- Root Cause Analysis & Dashboards: Perform root-cause analysis on quality failures, repeat contact drivers, and customer effort scores; prepare quality dashboards and trend reports for operations leadership.
- Calibration & Coaching: Lead calibration sessions with client and internal teams, deliver evidence-based feedback, and partner with Team Leaders to build corrective coaching plans.
- Process Improvement: Identify outdated templates, macro friction, SOP ambiguities, and knowledge gaps to drive continuous process improvements.
Key Qualifications
- Education: Bachelor of Commerce (B.Com) or any relevant Bachelor's degree qualification.
- Experience: 3 to 6 years of international web chat, email, or digital customer-care experience, including 1 to 2 years in a dedicated Quality Analyst / Quality Auditor role.
- Mandatory Technical & Functional Skills: Non-voice quality assurance frameworks, excellent written English, CRM tools, MS Excel reporting, root-cause analysis (RCA), and data privacy/compliance protocols.
- Preferred Exposure: Concurrent chat monitoring, cross-site calibration management, and agent coaching frameworks.
About TCS
Tata Consultancy Services (TCS) is an IT services, consulting, and business solutions organization that has been partnering with many of the world’s largest businesses in their transformation journeys for over 50 years.