Merchant Helpdesk - Quality Analyst

Overview

Merchant Helpdesk - Quality Analyst responsible for call quality assurance across the Merchant Help Desk vertical.

What you'll do

• Conduct call audits to assess quality, compliance, and customer experience.
• Develop and implement quality assurance policies and frameworks.
• Run Process Knowledge Tests (PKT), certifications, and periodic inspections.
• Identify process or product issues and propose practical solutions.
• Share audit findings with stakeholders and operations teams.
• Track quality trends and prepare regular quality performance reports.

What you'll need

• Have at least 2 years of experience in call center quality assurance.
• Be a graduate in any discipline.
• Demonstrate strong attention to detail and analytical skills.
• Have excellent verbal and written communication skills.
• Be able to identify issues and propose practical solutions.
• Use MS Office and quality monitoring tools (added advantage).

Details

• Location: Noida, Uttar Pradesh.
• Work schedule: rotational day shifts with rotational weekly off.