Customer Support Quality Analyst

Overview

Point Wild is seeking a detail-oriented and analytical Customer Support Quality Analyst in Pune, India, to review and score customer interactions across phone, email, and live chat against quality standards.

What you'll do

• Review and score customer interactions against established quality standards.
• Identify errors, recurring issues, and opportunities to improve customer service.
• Record assessment results accurately and contribute to quality reporting.
• Share findings and support constructive feedback and continuous improvement.
• Participate in quality calibration sessions to ensure consistent and fair scoring.
• Work collaboratively with Support Team Leads, managers, and UK based colleagues.

What you'll need

• At least 1 year of experience in customer service, support, administration, or quality assurance.
• Excellent attention to detail and strong written and spoken English.
• An objective, methodical approach to reviewing information.
• Good organizational, analytical, and time-management skills.
• Confidence using computer systems, spreadsheets, and digital tools.
• A proactive attitude, willingness to learn, and ability to work independently and as part of a team.

Nice to have

• Contact centre experience, call monitoring or quality scoring.
• Familiarity with QA tools such as Scorebuddy, Klaus or EvaluAgent.
• Experience working with international teams.

Details

• 100% on-site position in Pune, India.
• Applicants must currently be based in Pune.
• Relocation assistance is not available.
• Full training on the quality framework and internal processes will be provided.