Customer Service Quality Assurance (QA) Specialist

About the Role:

We are currently looking for a Customer Service QA Specialist to strengthen our quality framework, improve customer satisfaction, and build a scalable, AI-enabled QA function.

This role is focused on elevating customer experience by improving CSAT, quality, comprehension, and turnaround times (TAT) while embedding a data-driven and AI-assisted quality culture.

The ideal candidate will play a critical role in identifying performance gaps, coaching teams, implementing structured QA processes, and driving measurable improvements across all customer touchpoints.

Key Responsibilities:

1. Quality Monitoring & Audit Management

• Design and execute a structured QA audit framework across:
• Email
• Live Chat
• Text Messaging
• Conduct audits on:
• Daily samples
• Weekly trend reviews
• Monthly performance evaluations
• Evaluate interactions using calibrated scorecards
• Maintain defensible audit logs and documentation for review and governance purposes
• Ensure audit consistency and traceability

2. Root Cause Analysis & Performance Diagnosis

• Identify the underlying drivers of:
• Low CSAT
• DSAT trends
• Comprehension errors
• SLA breaches
• TAT slippages
• Perform data-backed root cause analysis
• Translate audit findings into prioritized action plans
• Present examples, trends, and recommended fixes to leadership

3. Coaching, Feedback & Capability Development

Deliver structured coaching interventions including:

Individual Coaching

• One-on-one feedback sessions
• Performance correction plans
• Skill progression tracking

Team Coaching

• Group refresher sessions
• Targeted quality improvement workshops
• Skill clinics focused on:
• Written communication
• Grammar and punctuation
• Customer empathy
• Tone calibration
• Product understanding
• Policy adherence

Build and track development plans for underperforming agents.

4. Calibration Management

• Conduct weekly internal calibration sessions
• Participate in stakeholder calibration reviews
• Ensure scoring consistency across:
• QA
• Team Leads
• Operations stakeholders
• Maintain scoring variance within agreed tolerance thresholds

5. AI Enablement & Workflow Optimization

Identify, pilot, and scale AI-assisted use cases across customer support operations, including:

• Response drafting
• Grammar and tone optimization
• Conversation summarization
• Sentiment detection
• Knowledge retrieval assistance

Responsibilities include:

• Prompt design
• Workflow guardrails
• Review checkpoints
• Risk mitigation controls
• Adoption measurement

The goal is to ensure AI improves quality and efficiency without introducing operational risk.

6. Process Ownership & SOP Governance

Own and continuously optimize:

• QA Standard Operating Procedures (SOPs)
• Quality scorecards
• Rebuttal and escalation processes
• Coaching frameworks
• Documentation repositories

Ensure all documentation remains:

• Version-controlled
• Audit-ready
• Operationally relevant

7. Reporting, Analytics & Governance

Publish structured dashboards on:

• CSAT trends
• Quality scores
• Defect categories
• Coaching coverage
• TAT performance
• Calibration adherence
• AI adoption metrics

Reporting cadence:

• Daily operational summaries
• Weekly performance reviews
• Monthly governance dashboards

Present findings during:

• Business reviews
• Internal operational reviews
• Leadership governance discussions

8. Hiring & Training Enablement

Partner with recruitment and training teams to strengthen hiring and onboarding quality by:

• Refining assessment criteria
• Enhancing hiring filters
• Improving onboarding content
• Defining certification gates

Objective: Accelerate ramp-up quality for new hires.

9. Compliance, Risk & Quality Governance

• Identify policy breaches
• Flag data handling concerns
• Detect brand voice inconsistencies
• Escalate operational risks
• Drive corrective actions with:
• Operations
• HR
• Relevant internal stakeholders

Preferred Qualifications:

Experience

• Minimum 5 years of dedicated Quality Assurance experience
• Experience within:
• Contact Centers
• BPO environments
• Majority of experience must be in non-voice support channels, including:
• Email
• Chat
• Messaging support

Customer Support Domain Expertise

Proven experience supporting US-based customers, preferably within:

• E-commerce
• Retail
• Automotive
• Comparable consumer-facing industries

Performance Improvement Track Record

Demonstrated success in improving:

• CSAT
• Internal Quality Scores
• TAT adherence
• Operational consistency

Candidates should be able to provide metric-driven examples.

Communication Skills

Strong written English proficiency with expertise in:

• Grammar
• Punctuation
• Professional tone
• Written clarity
• Coaching written communication standards

Technical & Platform Expertise

Hands-on experience with:

CRM / Ticketing Platforms

• Gladly
• Salesforce
• Zendesk
• Freshdesk
• Kustomer
• Equivalent tools

AI / Generative AI Experience

Practical experience applying AI tools in customer support environments, including:

• Prompt engineering
• Response assistance
• Quality validation
• AI workflow safeguards

Education

Bachelor's Degree in any discipline

Preferred certifications:

• COPC
• Six Sigma (Yellow / Green Belt)
• Lean

Work Style Expectations

Willingness to undertake extensive hands-on QA responsibilities, including high-volume audits during the stabilization phase.

Preferred Attributes

We strongly prefer candidates with experience in:

QA Function Development

• Building QA frameworks from scratch
• Turning around underperforming service teams

Metrics Expertise

Strong familiarity with:

• CSAT
• DSAT
• NPS
• FCR
• AHT
• TAT frameworks

Independent Ownership

Ability to:

• Work autonomously
• Influence without direct authority
• Drive accountability cross-functionally

Analytical Capability

Strong working knowledge of:

• Excel / Google Sheets
• Dashboard analysis tools such as:
• Power BI
• Tableau
• Looker

Key Performance Indicators (KPIs)

Success in this role will be measured by:

Customer Experience

• CSAT exceeding client-defined benchmarks within agreed timelines
• Sustained improvement thereafter

Quality

• Internal quality scores consistently above benchmark

Operational Efficiency

• TAT compliance within SLA across all support channels

Calibration Accuracy

• Scoring variance within agreed tolerance

AI Adoption

• Defined adoption targets achieved
• Measurable gains in quality and productivity

Coaching Effectiveness

• 100% coaching coverage for below-threshold agents

Work Arrangements:

On-site opportunity, Virar or Matunga office in Mumbai

EST working hours required (9:00 AM - 5:00 PM EST)

Full-time opportunity

Benefits:

• Flexible Working Style
• Diversity and Inclusion
• Learn And Grow
• Balanced Working Life
• Flexible work hours
• Health Insurance

If you're a quality-driven customer service leader with strong analytical capability, operational ownership, and hands-on AI enablement experience, we'd love to hear from you.

Equal Opportunities Statement:

HNR Tech is deeply committed to creating a workplace and global community where inclusion is not only valued but prioritized. We're proud to be an equal-opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, family status, marital status, sexual orientation, national origin, genetics, neurodiversity, disability, age, or any other non-merit-based or legally protected grounds.

Industry

IT Services and Consulting