Job Detail

Job Description

Angara E-Commerce Private Limited is a luxury jewelry e-commerce company founded in the year 2007. It is a subsidiary of the American company, Angara Inc., which is headquartered in Los Angeles, California. Over the last few years, Angara has grown exponentially, establishing itself as a global leader in handcrafted colored gemstone as well as diamond jewelry. Our luxury jewelry is shipped to more than 65 countries worldwide, and has a presence in the United States of America, Bangkok, Australia, Canada, and the United Kingdom. In India, our offices are located in Jaipur and Noida. 

Angara was ranked the No.1 Online Jeweler in the US in 2020 by the leading American magazine, Newsweek. We were also recognized by Newsweek as 5 Year Champion on being voted among the best online jewelers in its list of “Best Online Shops” for five years in a row. That’s not all. Our ground-breaking innovation, ‘Create with Angara,’ earned us the Business Intelligence Group’s 2024 BIG Innovation Award as well as the #10 spot in Retail on Fast Company’s Most Innovative Companies 2024 list. In addition to this, we secured the prestigious Bizrate Insights Circle of Excellence Award for two consecutive years as well as the Business Intelligence Excellence in Customer Service Award 2023. Better Business Bureau has rated Angara A+ for excellence in service and our Trust Pilot rating stands at 4.5 out of 5. 

At Angara, we offer a creative and dynamic work environment with a wide range of growth and learning opportunities. We offer a competitive salary, employee achievement awards, recognitions, and a growth plan for a promising career. We are committed to equal employment opportunities regardless of race, color, ancestry, religion, gender, national origin, age, citizenship, marital status, disability, or gender identity. Browse our website to know more about us: https://www.angara.com/. 

Angara is building a global customer experience team in Jaipur to support discerning customers across the USA, UK, Europe, Australia, Canada, Singapore and 60+ countries worldwide.

Customer Experience Quality & Insights Analyst

Location: Jaipur (India). Remote work may be considered only for exceptional candidates within India.

Role snapshot

You’ll be the eyes and ears of quality for Angara’s global CX organization, turning everyday customer conversations into sharp insights and action.
You will own QA and insights across email, chat, WhatsApp, calls, social, reviews and marketplaces, and help shape how our teams show up for high‑value customers worldwide.

What you’ll do

• Run regular QA on all support channels (Freshdesk, Freshchat, Freshcaller, WhatsApp, social, reviews, marketplaces) for all Angara markets.
• Build and evolve QA scorecards and calibration rituals that reflect luxury‑brand language, empathy, policy/process adherence and resolution quality.
• Share crisp weekly and monthly reports (agent, team, channel, marketplace, brand) with clear insights on CSAT, NPS, CES, QA scores, AHT, FRT, repeat contacts and escalations.
• Turn qualitative feedback into numbers and themes – quantifying issues, sizing impact, and recommending what to fix first.
• Coach agents and team leads with specific, actionable feedback and track improvement; raise flags where quality does not move despite repeated coaching.
• Own and maintain the CX knowledge base and key website FAQs from a service lens, ensuring accuracy, consistency and luxury‑grade tone.
• Lead or support weekly/monthly quality, VOC and RCA huddles to close the loop on recurring issues.
• Spot process gaps and friction across journeys, and work with stakeholders to simplify flows and improve first‑time resolution.

AI, tools and optimization

• Use our current stack (Freshdesk, Freshchat, Freshcaller, WhatsApp) smartly to tag, track and report quality at scale.
• Explore and help implement AI‑driven QA and automation (sentiment analysis, auto‑scoring, keyword spotting, conversation analytics, smarter routing and alerts).
• Partner with internal tech / vendors to configure rules, workflows and dashboards that give the CX team real‑time visibility into quality and VOC.

What you bring

• 5–8 years in CX / customer service quality assurance, ideally in e‑commerce, D2C or contact‑centre environments.
• Proven experience reviewing omnichannel interactions and delivering feedback that actually shifts behaviour and metrics.
• Strong analytical chops: comfortable with spreadsheets, slicing data, spotting patterns and telling a clear story with numbers and verbatims.
• Exposure to CX metrics (CSAT, NPS, CES, QA scores, AHT, FRT, repeat contact rate, escalation rate) and how quality influences them.
• Hands‑on experience with Freshdesk / Freshchat / Freshcaller or similar tools.
• Excellent written and spoken English with a sharp eye for luxury‑brand tone, grammar and nuance.
• High ownership, comfort in a fast, lively, global startup environment, and the confidence to both coach frontline agents and challenge leaders when needed.

Nice to have: Experience with global D2C luxury / jewelry / lifestyle brands and setting up QA programs or VOC frameworks from scratch.