About Parkar Digital

Parkar Digital is a Hybrid-first company dedicated to hiring, retaining, and developing high-performing employees and teams with diverse backgrounds. We are a digital transformation and software engineering company headquartered in Atlanta, USA, and we have engineering teams across the US, India, and Latin America.

Our solutions are powered by the Parkar platforms built using Cloud, Opensource, and Customer experience technologies. Parkar Digital offers various IT services across Cloud computing, Product development, Customer Experience, Cybersecurity, and AI Engineering.

We are an employer of choice with solid values and foster a culture of diversity, inclusion, belonging, and corporate citizenship. Our culture of inclusion, diversity, and equity is paramount in accomplishing our vision to empower our communities and create an impeccable employee experience. Your next career break is ahead.

Visit https://parkar.digital/careers.

Job Description

To be successful as a quality analyst, you should demonstrate strong attention to detail and have analytical and problem-solving abilities. The ideal candidate must be able to interpret and implement quality assurance standards and provide accurate and comprehensive feedback to colleagues.

Roles & Responsibilities

  • Monitoring calls/ cases to evaluate domain knowledge accuracy and communication ability.
  • Provide regular performance feedback and coaching, and Coach outliers on a one-to-one basis and give feedback to Team Leader/Manager.
  • Coaching agents and outliers on the floor with respect to domain and communication.
  • Responsible for generating daily, weekly & monthly reports for internal purposes.
  • Ensure the Internal monitoring are in sync with the external scores provided by the clients for the site.
  • Provide weekly QA feedback to supervisors to help them analyze the trends with the team.
  • Calibrate cases internally with the team to ensure minimum difference in the ratings.
  • Conduct regular huddles with the various teams/ training batches to share client expectations and trends observed.
  • Performance data analysis for the team and chalking out improvement plans and executing the same, for bottom quartile.
  • Liaise with the customer counterparts, for any/all KT’s that happen.
  • RCA on Fatal Errors and provide inputs for further training needs.
  • Suggest Quality improvement plan.
  • Refresher training on process, ticket documentation mandates, customer handling and communication skills.
  • Focus on ensuring that technical skills are updated at all times for new support services.
  • Help in updating the Knowledgebase.


  • Should have knowledge in Service Desk Operations
  • Should have analytical & reasoning skills.
  • Ability to create Weekly & Monthly Quality reports for the management review.
  • Ability to analyze large amounts of data and draw out meaningful, actionable summaries.
  • Expertise in Microsoft Excel & PowerPoint
  • Collaborates well & Effective communicator at all levels.
  • Should have effective coaching skills.
  • 3-4 years of experience required.

Educational Qualification:

  • Any degree
  • Additional certifications would be an advantage. (Six Sigma, ITIL, ISO 90001 or 27000 or 270001)