{"id":3324441,"url":"https://alion.io/job/21k-school-cx-quality-analyst","title":"CX Quality Analyst","company":{"id":2773667,"name":"21K School","domain":"21kschool.com","url":"https://alion.io/company/21kschool","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Keka","truth_index":null},"role":"Analytics","role_family":"Analytics","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":400000,"max":500000,"currency":"INR","period":"year","gross":null,"usd_annual":5278},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"CAPA","optional":false},{"name":"Google Sheets","optional":true},{"name":"Microsoft Excel","optional":true}],"status":"live","first_seen_at":"2026-10-27T08:04:40Z","employer_posted_date":"2026-10-27","last_verified_at":"2026-10-31T10:10:17Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Job Title: CX Quality Analyst\nLocation: Onsite - Indiranagar, Bangalore\nExperience: 3 - 4 Years\nEmployment Type: Full-Time\nAbout Us:\n 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.\nOur mission is to make quality education accessible, flexible, and engaging for learners globally.\nWith 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.\nWhy Join 21K School?\nWork with a growing global EdTech organisation.\nBe part of a team focused on enhancing the customer experience and service quality.\nContribute to improving parent and learner interactions across communication channels.\nDrive quality standards, process improvements, and continuous learning.\nWork in a collaborative and performance-driven environment.\nBuild expertise in customer experience, quality assurance, and process excellence.\nPosition Summary:\n 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.\nThe 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.\nKey stakeholders: Customer Experience (CX) Team, Team Leaders, Training Team, Admissions Team, Academic Operations, and other relevant internal teams.\nKey Responsibilities:\nMonitor and evaluate customer interactions across inbound and outbound calls, emails, and chats against defined quality parameters.\nAssess communication quality, accuracy of information, adherence to processes, empathy, professionalism, and resolution effectiveness.\nIdentify recurring errors, service gaps, process deviations, and opportunities to improve the customer experience.\nPrepare and maintain quality reports, dashboards, and periodic performance summaries highlighting key trends, observations, and improvement areas.\nShare actionable feedback with team members and relevant stakeholders to improve interaction quality and service delivery.\nConduct quality calibration sessions with team leaders and relevant stakeholders to ensure consistency in evaluation standards.\nCreate, update, and maintain FAQs, SOPs, process documents, quality guidelines, and knowledge resources.\nEnsure that process documentation remains accurate, relevant, and aligned with evolving business requirements.\nConduct training and refresher sessions based on quality findings, recurring errors, and identified knowledge gaps.\nSupport the onboarding and upskilling of team members on communication standards, process adherence, and customer handling.\nTrack improvement areas and follow up on feedback and training interventions to assess their effectiveness.\nAnalyse quality trends and recommend corrective and preventive actions to improve customer satisfaction and operational efficiency.\nCollaborate with team leaders and cross-functional teams to resolve recurring issues and strengthen process compliance.\nMaintain accurate quality evaluation records and ensure timely completion of monitoring and reporting activities.\nContribute to continuous improvement initiatives that enhance the overall customer experience across communication channels.\nKey Deliverables:\nConsistent and objective quality evaluations across calls, emails, and chats.\nTimely and accurate quality reports, dashboards, and trend analysis.\nIdentification and communication of recurring quality gaps and improvement opportunities.\nUpdated and accessible FAQs, SOPs, and process documentation.\nEffective training interventions addressing identified performance and knowledge gaps.\nImproved adherence to defined quality standards and communication guidelines.\nMeasurable improvement in individual and team quality performance.\nActionable recommendations to enhance customer experience and operational efficiency.\nConsistent evaluation standards across the CX team.\nPreferred Qualifications:\nEducational Qualification: Any Graduate / Bachelor's Degree.\nExperience: 3+ years of experience in Quality Assurance, Customer Experience, Customer Support Quality, Contact Centre Quality, or a related role.\nHands-on experience in monitoring and evaluating calls, emails, and chat interactions.\nStrong analytical skills with the ability to interpret quality data, identify trends, and prepare meaningful reports.\nExcellent written and verbal communication skills in English.\nExperience in creating and maintaining FAQs, SOPs, knowledge bases, and process documentation.\nExperience in conducting training, coaching, and feedback sessions to improve team performance.\nStrong attention to detail, critical thinking, and problem-solving skills.\nProficiency in MS Excel or Google Sheets and experience preparing reports and dashboards.\nAbility to provide constructive feedback and collaborate effectively with team leaders and cross-functional stakeholders.\nFamiliarity with CRM, ticketing, contact centre, or quality monitoring tools will be an advantage.\nExperience in the EdTech, education, or service-oriented industry will be an added advantage.\nKPIs:\nNumber and percentage of customer interactions monitored against the defined monitoring plan.\nQuality scores across calls, emails, and chats.\nAdherence to defined quality standards, communication guidelines, and process requirements.\nAccuracy and timeliness of quality reports and dashboards.\nIdentification and closure of recurring quality gaps.\nImprovement in team quality scores following feedback and training interventions.\nTimely creation, review, and updating of FAQs, SOPs, and process documentation.\nEffectiveness of training sessions, measured through post-training assessments and quality improvement.\nReduction in recurring errors, process deviations, and avoidable escalations.\nConsistency and accuracy of quality evaluations and calibration outcomes\nWhy Join Us:\nOnsite opportunity at Indiranagar, Bangalore.\nOpportunity to contribute directly to improving customer experience and service quality.\nExposure to a global EdTech environment serving learners and families across diverse geographies.\nOpportunity to drive quality improvement, process standardisation, and team capability development.\nScope to take ownership of quality frameworks, reporting, documentation, and training initiatives.\nCollaborative work environment with opportunities for continuous learning and professional growth.\nOpportunity to make a meaningful impact on the experience of parents, learners, and internal stakeholders.","description_format":"text","description_chars":7119,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":true}]},"benefits":["Continuous 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