Quality Analyst

Location : Mumbai (Head Office)

Department : Customer Experience / E-commerce Operations

Reporting to : Quality Lead / CX Manager

About The Souled Store :

The Souled Store is India’s biggest brand for official licensed merchandise, known for its quirky, youth-centric fashion rooted in pop culture. We’re passionate about delivering a top-notch customer experience both online and offline—and quality plays a key role in that journey.

Role Overview :

As a Quality Analyst , you will be responsible for monitoring and evaluating customer interactions across support channels (email, chat, calls) to ensure consistent, high-quality service. You will work closely with support agents and team leads to identify improvement areas and uphold brand standards.

Role Overview :

As a Quality Analyst , you will be responsible for monitoring and evaluating customer interactions across support channels (email, chat, calls) to ensure consistent, high-quality service. You will work closely with support agents and team leads to identify improvement areas and uphold brand standards.

Key Responsibilities :

• Monitor and evaluate inbound / outbound customer interactions (voice, chat, email).
• Develop and maintain quality checklists and scorecards for assessments.
• Identify gaps in communication, process adherence, and resolution accuracy.
• Provide actionable feedback and coaching to agents.
• Work closely with the training and operations teams to support performance improvement.
• Publish periodic quality reports and insights with recommendations.
• Collaborate with cross-functional teams to enhance the customer experience journey.
• Drive initiatives to improve CSAT / NPS and reduce error rates.

Qualifications & Skills :

Why Join Us?