Posted 2 months ago
Quality Analyst - Customer Support
Talvik Systems
- Compensation
- ₹5 L – ₹7 L
- Experience
- 3–6 yrs
- Workplace
- On-site, Chennai
- Engagement
- Full-time
About the role
Talvik Systems runs service desks for enterprise clients, and our Chennai centre supports over 40,000 end users each month. We are hiring a Quality Analyst to audit voice and ticket interactions for our support teams. You will evaluate calls and tickets against client-defined scorecards, run calibration sessions with team leads, identify root causes behind low scores, and design refresher modules with the training team. The role requires comfort with sampling methods, Excel-based scoring trackers and presenting findings to internal and client stakeholders. Prior QA experience in a service desk or BPO environment, ideally on technical processes, is required.
What you will own
- Audit sampled calls, chats and tickets against client quality scorecards
- Run weekly calibration sessions with team leads and client quality counterparts
- Analyse error patterns and identify root causes for recurring quality failures
- Design refresher content and coordinate delivery with the training team
- Publish quality dashboards and improvement plans monthly
Qualification
Graduate
Skills
- Microsoft Excel
- Data Analysis
- Customer Service
- Communication Skills
Talvik Systems
IT Services · 201-500 employees · Thiruvananthapuram
Talvik Systems is a software services company based at Technopark, Thiruvananthapuram, specialising in product engineering for European and Australian clients in maritime logistics, healthcare administration and retail analytics. Teams work directly with client product owners rather than through layers of coordinators, and most projects run on Java, .NET or Node with managed cloud deployments. Talvik keeps billable utilisation targets moderate to protect code quality, and attrition has stayed under 12 per cent for three years. Hiring focuses on Kerala-based engineers who want product-style work without relocating.
Company website