Quality Analyst

Quality Analyst

Anunta

IMMEDIATE HIRE | MOVING QUICKLY

Location: Bangalore | Hyderabad | Pune | Mumbai | Delhi | Chennai | Remote

Quality Analyst | Quality Assurance Analyst | Service Quality Analyst | Customer Support QA | Technical Support QA | Quality Control | Audit | RCA | Customer Service | Technical Support | Service Delivery | Quality Assurance

Improve the quality of enterprise technical support interactions used by global customers across Horizon, Workspace ONE, VDI, EUC, and Digital Workspace environments — while helping shape customer experience, support quality, and operational excellence.

Anunta is a leading managed DaaS, VDI migration, endpoint management, and digital workspace services provider with deep expertise across Omnissa, VMware, Microsoft, Citrix, Azure, and enterprise infrastructure technologies. This role focuses on reviewing technical support interactions, identifying improvement opportunities, driving coaching recommendations, and helping support teams deliver exceptional customer experiences.

Candidates from Infosys, Wipro, TCS, HCL, Cognizant, Tech Mahindra, Capgemini, Accenture, IBM, DXC, LTIMindtree, Concentrix, Teleperformance, Sutherland, Foundever, or similar support and managed services organizations are strongly encouraged to apply.

If you meet 70% of the requirements below, we strongly encourage you to apply.

What You'll Do

• Review technical support calls, customer interactions, chats, emails, tickets, and transcripts for quality, accuracy, communication effectiveness, and process adherence
• Evaluate technical discussions handled by Horizon, Workspace ONE, VDI, EUC, and related support teams
• Identify quality gaps, coaching opportunities, recurring issues, and process-improvement recommendations
• Maintain quality scorecards, audit reports, calibration records, and operational dashboards
• Partner with support engineers, team leads, operations managers, and training teams to improve service quality
• Conduct root cause analysis (RCA) for escalations, customer complaints, and recurring support issues
• Use AI-powered tools to summarize calls, identify trends, structure feedback, and improve audit productivity
• Track quality metrics, audit outcomes, coaching effectiveness, and improvement initiatives
• Support quality governance activities and continuous-improvement programs across support operations
• Contribute to customer-experience enhancement initiatives and operational excellence programs

What We're Looking For

• 4–7 years of experience in Quality Assurance, Quality Control, Service Quality, Technical Support QA, Customer Support QA, Managed Services QA, or Operations Quality roles
• Experience reviewing customer interactions including calls, chats, support tickets, transcripts, emails, and escalation records
• Strong analytical skills with the ability to identify trends, quality gaps, coaching opportunities, and process improvements
• Experience maintaining audit scorecards, quality reports, dashboards, and governance documentation
• Technical background or strong exposure to enterprise technical support environments
• Experience supporting VMware, Omnissa Horizon, Workspace ONE, VDI, EUC, Mobility, Infrastructure, Service Desk, or Managed Services environments is preferred
• Comfortable using AI tools for call reviews, feedback synthesis, reporting, quality analysis, and process improvement
• Strong communication, stakeholder-management, Excel, reporting, and documentation skills
• Ability to provide actionable coaching recommendations and influence operational improvements
• Bachelor's degree preferred; B.E./B.Tech candidates are strongly encouraged to apply

What We Offer

• Opportunity to work with one of the leading digital workspace and managed services organizations
• Direct impact on customer experience, support quality, operational effectiveness, and service excellence
• Exposure to enterprise-scale Horizon, Workspace ONE, VDI, EUC, and digital workspace environments
• Close collaboration with operations, customer success, technical support, and training teams
• Flexible remote/hybrid work environment with strong ownership and growth opportunities

Our Hiring Process

Flexiple Interview Profile Review Anunta Technical & Quality Discussion Leadership Discussion

Applications close this Friday — apply before then to be considered in the first round.

We are shortlisting candidates within 24–48 hours — apply now to be considered.

Don't meet every requirement If you're excited about this role and meet 70% of the criteria, apply anyway. We hire for potential as much as experience.