Quality Analyst (Call & Chat Support)

About Datastraw:
Datastraw is building a Modern Outsourcing House to support small and medium enterprises globally with their backend and support operations. We are a people-first company where culture, empathy, and accountability are central to the way we work.

Role Overview:
We are looking for a Quality Analyst with experience in customer support to monitor and evaluate both call quality and chat quality across client processes. The role involves ensuring agents deliver excellent customer experiences, providing actionable feedback, and driving continuous improvement.

Key Responsibilities:
• Conduct regular call and chat audits to assess communication, process adherence, and quality standards.
• Identify gaps in agent performance and share constructive feedback for improvement.
• Develop and maintain quality scorecards, audit reports, and dashboards to track performance trends.
• Collaborate with Operations and Training teams to drive process improvements.
• Ensure consistency in tone, empathy, and professionalism across all customer interactions.
• Recommend and implement measures to enhance the overall customer experience.

Requirements:
• Minimum 2 years of experience in customer support (voice, chat, or both).
• Strong understanding of quality frameworks for customer experience.
• Excellent communication and feedback skills.
• Analytical mindset with attention to detail.
• Comfortable working remotely with a self-driven, proactive approach.

What We Offer:
• A chance to directly impact agent performance and customer experience through your insights.
• Opportunity to work with start-ups and gain exposure to the start-up ecosystem.
• Growth-oriented and supportive culture.

Job Types: Full-time, Permanent

Pay: Up to ₹20,000.00 per month

Benefits:
• Paid sick time
• Paid time off
• Work from home

Application Question(s):
• Do you have a personal laptop with webcam and a stable Wi-Fi connection for remote work?
• Are you available to work Monday to Saturday, from 10AM to 7PM?
• Imagine you are auditing a call where the agent followed the process but lacked empathy during a customer complaint. How would you approach your feedback to the agent?
• Describe a time when your quality audit or feedback led to a measurable improvement in customer support performance.

Experience:
• Customer support: 1 year (Preferred)

Language:
• English (Preferred)
• Hindi (Preferred)

Work Location: Remote