CX Quality Analyst

Job Title: CX Quality Analyst

Location: Onsite - Indiranagar, Bangalore

Experience: 3 - 4 Years

Employment Type: Full-Time

About Us:

21K School is a global online school providing flexible, future-ready education to learners across 70+ countries. We focus on personalised learning, innovative teaching methodologies, and preparing learners for a rapidly changing world.

Our mission is to make quality education accessible, flexible, and engaging for learners globally.

With a growing international learning community, 21K School offers an inclusive, collaborative, and growth-oriented work culture where employees can learn, take ownership, and contribute to meaningful outcomes in education.

Why Join 21K School?

• Work with a growing global EdTech organisation.
• Be part of a team focused on enhancing the customer experience and service quality.
• Contribute to improving parent and learner interactions across communication channels.
• Drive quality standards, process improvements, and continuous learning.
• Work in a collaborative and performance-driven environment.
• Build expertise in customer experience, quality assurance, and process excellence.

Position Summary:

The CX Quality Analyst will be responsible for monitoring and evaluating customer interactions across calls, emails, and chats to ensure consistent service quality, adherence to communication standards, and a positive experience for parents and other stakeholders.

The role involves identifying quality gaps, analysing interaction trends, preparing reports, developing FAQs and Standard Operating Procedures (SOPs), and conducting training sessions to improve team performance. The ideal candidate should have a strong eye for detail, excellent communication skills, analytical thinking, and the ability to translate quality insights into actionable improvements.

Key stakeholders: Customer Experience (CX) Team, Team Leaders, Training Team, Admissions Team, Academic Operations, and other relevant internal teams.

Key Responsibilities:

• Monitor and evaluate customer interactions across inbound and outbound calls, emails, and chats against defined quality parameters.
• Assess communication quality, accuracy of information, adherence to processes, empathy, professionalism, and resolution effectiveness.
• Identify recurring errors, service gaps, process deviations, and opportunities to improve the customer experience.
• Prepare and maintain quality reports, dashboards, and periodic performance summaries highlighting key trends, observations, and improvement areas.
• Share actionable feedback with team members and relevant stakeholders to improve interaction quality and service delivery.
• Conduct quality calibration sessions with team leaders and relevant stakeholders to ensure consistency in evaluation standards.
• Create, update, and maintain FAQs, SOPs, process documents, quality guidelines, and knowledge resources.
• Ensure that process documentation remains accurate, relevant, and aligned with evolving business requirements.
• Conduct training and refresher sessions based on quality findings, recurring errors, and identified knowledge gaps.
• Support the onboarding and upskilling of team members on communication standards, process adherence, and customer handling.
• Track improvement areas and follow up on feedback and training interventions to assess their effectiveness.
• Analyse quality trends and recommend corrective and preventive actions to improve customer satisfaction and operational efficiency.
• Collaborate with team leaders and cross-functional teams to resolve recurring issues and strengthen process compliance.
• Maintain accurate quality evaluation records and ensure timely completion of monitoring and reporting activities.
• Contribute to continuous improvement initiatives that enhance the overall customer experience across communication channels.

Key Deliverables:

• Consistent and objective quality evaluations across calls, emails, and chats.
• Timely and accurate quality reports, dashboards, and trend analysis.
• Identification and communication of recurring quality gaps and improvement opportunities.
• Updated and accessible FAQs, SOPs, and process documentation.
• Effective training interventions addressing identified performance and knowledge gaps.
• Improved adherence to defined quality standards and communication guidelines.
• Measurable improvement in individual and team quality performance.
• Actionable recommendations to enhance customer experience and operational efficiency.
• Consistent evaluation standards across the CX team.

Preferred Qualifications:

• Educational Qualification: Any Graduate / Bachelor's Degree.
• Experience: 3+ years of experience in Quality Assurance, Customer Experience, Customer Support Quality, Contact Centre Quality, or a related role.
• Hands-on experience in monitoring and evaluating calls, emails, and chat interactions.
• Strong analytical skills with the ability to interpret quality data, identify trends, and prepare meaningful reports.
• Excellent written and verbal communication skills in English.
• Experience in creating and maintaining FAQs, SOPs, knowledge bases, and process documentation.
• Experience in conducting training, coaching, and feedback sessions to improve team performance.
• Strong attention to detail, critical thinking, and problem-solving skills.
• Proficiency in MS Excel or Google Sheets and experience preparing reports and dashboards.
• Ability to provide constructive feedback and collaborate effectively with team leaders and cross-functional stakeholders.
• Familiarity with CRM, ticketing, contact centre, or quality monitoring tools will be an advantage.
• Experience in the EdTech, education, or service-oriented industry will be an added advantage.

KPIs:

• Number and percentage of customer interactions monitored against the defined monitoring plan.
• Quality scores across calls, emails, and chats.
• Adherence to defined quality standards, communication guidelines, and process requirements.
• Accuracy and timeliness of quality reports and dashboards.
• Identification and closure of recurring quality gaps.
• Improvement in team quality scores following feedback and training interventions.
• Timely creation, review, and updating of FAQs, SOPs, and process documentation.
• Effectiveness of training sessions, measured through post-training assessments and quality improvement.
• Reduction in recurring errors, process deviations, and avoidable escalations.
• Consistency and accuracy of quality evaluations and calibration outcomes

Why Join Us:

• Onsite opportunity at Indiranagar, Bangalore.
• Opportunity to contribute directly to improving customer experience and service quality.
• Exposure to a global EdTech environment serving learners and families across diverse geographies.
• Opportunity to drive quality improvement, process standardisation, and team capability development.
• Scope to take ownership of quality frameworks, reporting, documentation, and training initiatives.
• Collaborative work environment with opportunities for continuous learning and professional growth.
• Opportunity to make a meaningful impact on the experience of parents, learners, and internal stakeholders.