Compliance & Quality Analyst – Customer Support

Industry: Internet - ECommerce

Roleoverview

Key Responsibilities

• Audit customer interactions calls, emails, live chat, and social media on a daily basis
• Review Customer Support processes on a case-by-case basis across workflows
• Identify process gaps, agent errors, SOP deviations, and experience failures with clear root cause analysis
• Assess interactions for tone, accuracy, empathy, resolution quality, and alignment with our service standards
• Publish daily audit summaries highlighting finding directly to relevant CS leads over
• Key defects
• Top recurring issues
• Agent/team-level observations
• Maintain a centralized audit dashboard tracking:
• Defect categories
• Trends, recurring issues and surface patterns
• Repeat issues
• Team-wise performance
• Drive weekly and monthly insights to leadership, focusing on:
• Systemic gaps
• Process inefficiencies
• Training opportunities
• Establish and monitor a closure mechanism:
• Track action items
• Ensure timely resolution
• Re-audit for effectiveness
• Ensure adherence to SOPs, communication standards, and compliance guidelines
• Support calibration sessions to maintain audit consistency

Impact & Ownership

• Act as a governance layer driving accountability across HODs, not just reporting issues
• Enable CS teams to take corrective actions through clear, actionable insights leading to reduction in escalations
• Improve quality, consistency, and accountability across CS
• Act as an independent control layer within the support ecosystem

Requirements

• 1 to 3 years experience in CS Quality auditing framework.
• Exposure to high-volume support environments (e-commerce preferred)
• Strong understanding of CS workflows and operational challenges
• Ability to identify root causes, not just symptoms
• High attention to detail and structured thinking
• Clear and concise communication skills
• Comfortable working with data, reports, and trend analysis