Gurgaon · Customer Support
Quality Analyst jobs in Gurgaon
Audits calls, chats and emails in a contact centre against a quality form, scores agents and gives feedback to improve accuracy, compliance and customer experience. Works with team leaders, trainers, operations managers and client quality teams.
Updated · ResumeGyani careers team
Quick answer
Quality Analysts in India typically earn ₹1.8L–₹3L a year starting out and ₹5L–₹8L with 7+ years. Employers mostly ask for Call, chat and email auditing, Quality form design and parameters and Giving feedback and coaching to agents.
Current openings in Gurgaon
10 foundFrom public job boards. Apply on the employer's or board's site.
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Quality Analyst (Data Collection) IRC304981
Hitachi Careers · Gurugram, Haryana
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Quality Auditing Analyst - Finance Operations
Accenture India Private Limited · Gurugram, Haryana
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Quality Executive – BPO/Contact Center
Asian Hires · Gurugram, Haryana
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What does a Quality Analyst do?
Audits calls, chats and emails in a contact centre against a quality form, scores agents and gives feedback to improve accuracy, compliance and customer experience. Works with team leaders, trainers, operations managers and client quality teams.
A typical day: The analyst pulls a sample of recorded calls and chats and audits each against the quality form, marking errors and fatal misses. They hold feedback sessions with agents and share trends with team leaders. Weekly, they join calibration with the client and operations to align on scoring, and publish the quality report.
How people get in: Usually a graduate with 1–3 years as an agent or SME with consistently high quality scores; strong listening and English or language skills are expected.
How much does a Quality Analyst earn in India?
| Experience | Typical annual CTC |
|---|---|
| Entry (0–2 years) | ₹1.8L–₹3L |
| Mid (3–6 years) | ₹3L–₹5L |
| Senior (7+ years) | ₹5L–₹8L |
International and regulated processes (healthcare, banking) pay more than domestic voice; this is contact-centre QA, not software testing, which pays differently.
India-wide estimates from public salary data (AmbitionBox), checked October 2026. Pay in Gurgaon can differ; check the salary on each listing.
Which skills and tools do employers ask for?
Skills
- Call, chat and email auditing
- Quality form design and parameters (fatal/non-fatal)
- Giving feedback and coaching to agents
- Calibration sessions with ops and client
- Root-cause analysis on quality defects
- Compliance checks (PCI DSS, data privacy)
- Quality reporting and trend analysis in Excel
- COPC and process documentation
Tools
- NICE CXone Quality Management
- Verint Quality Management
- Genesys Cloud quality tools
- Microsoft Excel
- Power BI
Certifications that help
- COPC Registered Coordinator
- Six Sigma Yellow Belt or Green Belt
Who hires Quality Analysts?
Organisations that regularly hire for this role in India. Openings in Gurgaon vary, so check the listings above.
- Teleperformance
- Concentrix
- Pacific BPO
- Vcare Call Center
- Mas Callnet
- Startek
- iEnergizer
- Hinduja Global Solutions
- Genpact
How to write a Quality Analyst resume that gets shortlisted
- 1
State audit volume and channels.
ExampleAudited about 300 calls and 150 chats a month for a US telecom process with a 120-agent floor.
- 2
Show improvement you drove.
ExampleIdentified top 3 defect drivers and, with training, lifted team quality from 81% to 91% in a quarter.
- 3
Show calibration and compliance outcomes.
ExampleKept internal-vs-client calibration variance under 3% for 6 months; zero compliance breaches in client audits.
Check your resume against a Quality Analyst job description
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Common Quality Analyst interview questions
What is calibration and why is it done?
Multiple evaluators score the same call to align on how parameters are interpreted, so scores are fair and consistent.
What is a fatal error? Give examples.
An error that fails the whole interaction, such as skipping verification, sharing wrong policy info or rude behaviour.
An agent disputes your audit score. How do you handle it?
Replay the call together, show the parameter and evidence, stay neutral, and escalate to calibration if still unclear.
Quality scores are falling across the team. How do you find the cause?
Look at parameter-wise trends, new process changes, new hires and agent-wise data; then work with training on fixes.
Quality Analyst career path
- Customer Care Executive / SME
- Quality Analyst
- Senior Quality Analyst
- Quality Lead / Assistant Manager – Quality
- Quality Manager
Pro toolkit
Applying to Quality Analyst jobs? Get the complete toolkit
- Unlimited job search across India
- JD-tailored ATS résumés
- ATS score checker & optimiser
- Mock interviews & prep kit
Questions people ask
How much does a Quality Analyst earn in India?
Typical annual pay is ₹1.8L–₹3L at entry level (0–2 years), ₹3L–₹5L at mid level (3–6 years) and ₹5L–₹8L for senior roles (7+ years). International and regulated processes (healthcare, banking) pay more than domestic voice; this is contact-centre QA, not software testing, which pays differently.
What qualifications do you need to become a Quality Analyst?
Usually a graduate with 1–3 years as an agent or SME with consistently high quality scores; strong listening and English or language skills are expected.
Which skills do employers look for in a Quality Analyst?
Most job descriptions ask for Call, chat and email auditing, Quality form design and parameters, Giving feedback and coaching to agents, Calibration sessions with ops and client and Root-cause analysis on quality defects. Common tools include NICE CXone Quality Management, Verint Quality Management, Genesys Cloud quality tools and Microsoft Excel.
What is the career path for a Quality Analyst?
A common progression is Customer Care Executive / SME → Quality Analyst → Senior Quality Analyst → Quality Lead / Assistant Manager – Quality → Quality Manager.
How do I find Quality Analyst jobs in Gurgaon?
Search current Quality Analyst openings in Gurgaon on job boards and company career pages, and tailor your resume to each job description: lead with the skills it lists and show results with numbers. Pay for Quality Analyst roles in India typically ranges ₹1.8L–₹8L a year depending on experience.
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