Job Title: Quality Analyst (B2C Customer Support | Voice & Chat)
Location: Hyderabad
Shifts: Rotational Shift including night shifts
Employment Type: Full-Time
About Us
UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman customer experiences through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like GoTalent.AI, Voice of Customer, and automatic QA. Our outcome-based model prioritizes measurable results for more than 200 client programs serviced today. With a focus on automation, talent enablement, strategic partnerships, and strict data ethics, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact.
UnifyCX is a certified minority-owned business and an EOE employer who welcomes diversity.
Job Summary
The Quality Analyst B2C Customer Support is responsible for monitoring and evaluating customer interactions handled by Customer Support Representatives to ensure quality, compliance, accuracy, and customer experience excellence across voice and chat channels.
Key Responsibilities
- Quality Monitoring & Evaluation
- Monitor voice calls and chat transcripts for adherence to quality standards, process guidelines, and compliance.
- Evaluate troubleshooting accuracy, communication clarity, empathy, and resolution effectiveness.
- Ensure agents follow proper escalation and documentation procedures.
- Feedback & Coaching Support
- Provide detailed, actionable feedback to agents and Team Leads.
- Participate in quality feedback sessions and coaching discussions.
- Identify recurring errors and recommend training or process improvements.
- Calibration & Quality Governance
- Participate in internal and client calibrations to maintain scoring consistency.
- Maintain quality scorecards, trackers, and audit reports.
- Ensure alignment with business, client, and regulatory expectations.
- Customer Experience Improvement
- Analyze quality trends impacting CSAT, FCR, and repeat contacts.
- Share insights on customer pain points, product gaps, and process inefficiencies.
- Support initiatives to improve overall customer experience.
- Process & Compliance Adherence
- Ensure compliance with data privacy, call flow, and regulatory requirements.
- Highlight risks and deviations proactively to stakeholders.
Qualifications & Experience
- Graduate preferred
- 24 years of experience as a Quality Analyst in a BPO / Contact Center
- Prior experience in B2C Telecom / Technical Support is strongly preferred
- Strong understanding of troubleshooting flows, customer handling, and CRM documentation
- Excellent analytical, communication, and feedback delivery skills
- Experience with voice & chat quality monitoring tools
- Strong attention to detail and quality mindset
