Hexaware Customer Service Quality Analyst Jobs 2026 | BPS Roles | Mumbai, Pune, Chennai

Hexaware Technologies is hiring Customer Service Domestic Quality Analysts for its BPS (Business Process Services) operations. This role is ideal for graduates and postgraduates with 0–3 years of experience who are looking to build a career in quality assurance, customer service operations, and process improvement.

The position is open across Mumbai, Pune, and Chennai, offering a full-time permanent role within a reputed global IT & consulting organization.

Quick Job Overview

Eligibility Criteria

Note: Freshers with strong communication and process understanding skills are encouraged to apply.

Role Overview – Customer Service Domestic Quality Analyst

As a Domestic Quality Analyst in Hexaware’s BPS team, you will be responsible for monitoring customer service interactions, ensuring process compliance, and driving quality improvements across operations. The role focuses on maintaining service excellence, managing escalations, and supporting agents and team leads to meet performance benchmarks.

This position offers strong growth into Quality Lead, Operations Analyst, or Team Management roles within the BPS domain.

Key Responsibilities

• Evaluate domestic customer service interactions for quality and compliance
• Ensure adherence to process guidelines, SLAs, and quality standards
• Provide actionable feedback to agents and team leaders
• Handle escalation analysis and root cause identification
• Support continuous process improvement initiatives
• Perform quality audits and maintain documentation
• Collaborate with operations and training teams
• Track quality metrics and prepare performance reports

Required Skills & Competencies

Core Skills

• Active listening and strong comprehension skills
• Basic computer knowledge and multitasking ability
• Typing speed of 25 WPM with 90% accuracy
• Strong understanding of customer service processes

Quality & Process Skills

• Quality assurance and control
• Escalation management
• Process improvement mindset
• Team coordination and stakeholder interaction

Why Join Hexaware?

Hexaware Technologies is a Fortune India 500 company with a strong global presence across 28+ countries. Known for its people-first culture, Hexaware offers:

• Stable career growth in BPS & customer operations
• Learning & development programs for QA and leadership roles
• Inclusive and employee-centric work culture
• Exposure to large-scale domestic and global processes

Also Apply – Similar & Relevant Roles

🔹 BPS / Customer Service Roles

🔹 Service Desk / Operations Support

🔹 Quality / Analyst / Operations Roles

Frequently Asked Questions (FAQs)

1. Is this role open to freshers?

Yes. Candidates with 0–3 years of experience, including freshers, are eligible.

2. Is this a voice or non-voice role?

This is a quality and audit role, not a pure voice process.

3. Is technical knowledge required?

No advanced technical skills are required. Basic computer knowledge is sufficient.

4. What is the typing requirement?

Minimum 25 WPM with 90% accuracy.

5. Is this a permanent job?

Yes. This is a full-time permanent position.

6. What are the work locations?

Mumbai, Pune, and Chennai.