Customer Support QA Analyst

We are hiring a Quality Assurance Analyst for our client in the UK. The selected candidate will work remotely from India and will be dedicatedly supporting the UK-based company's operational teams.

Note: Your employer in India will be ExtendedGT, but you will be dedicatedly supporting a UK-based company.

Role Purpose

We are looking for a Quality Assurance Analyst to support and strengthen service quality across customer-facing operational teams. The role will involve reviewing recorded calls and written communications, scoring interactions against agreed quality standards, and providing clear insights that help improve performance, compliance, coaching, and customer experience.

This is not just a box-ticking audit role. It is a quality improvement role focused on feedback, calibration, coaching support, and identifying the root causes behind recurring service issues.

Key Responsibilities:

Interaction Review and Scoring

Review recorded calls from operational teams such as Helpdesk, Bookings, and Recruitment.

Audit written communications, including inbound and outbound emails, templates, and related correspondence.

Score interactions against agreed QA criteria, including accuracy, tone, professionalism, resolution, compliance, ownership, process adherence, and customer experience.

Apply consistent and objective scoring across both voice and written channels.

Insight and Reporting

Prepare daily and weekly QA summaries highlighting trends, recurring errors, risks, and improvement opportunities.

Identify root causes behind quality issues, including knowledge gaps, process gaps, template issues, and training needs.

Track recurring themes by team, individual, and issue type to support management action.

Maintain a clear QA tracker with scores, notes, examples, and audit history.

Coaching and Performance Support

Prioritise full review of new starters during their initial training or probation period.

Provide structured quality feedback to support probation reviews and early performance improvement.

Capture strong examples of best practice for use in coaching and training.

Support Team Leads with evidence-based feedback to strengthen one-to-one coaching.

Continuous Improvement and Calibration

Support QA calibration sessions to ensure scoring is fair, consistent, and aligned across reviewers.

Flag SOP gaps, recurring errors, and improvement opportunities in scripts, FAQs, templates, and workflows.

Escalate service, compliance, or reputational risks clearly and promptly.

What Success Looks Like

Team Leads spend less time on manual QA and more time coaching, supported by clear QA reports.

Quality issues are identified early and acted on quickly.

New starters receive faster and more useful feedback.

Repeated errors reduce over time across teams.

Training, SOPs, and process improvements are informed by real operational data.

Required Skills and Experience

5+ years experience in QA, call auditing, quality monitoring, or a similar role within a contact centre, customer service, or BPO environment.

Strong written and spoken English.

Ability to understand UK accents and UK customer service expectations.

Excellent attention to detail, sound judgement, and consistency in evaluation.

Strong analytical skills with the ability to identify patterns and recommend practical actions.

Comfortable working independently and managing a daily audit workload.

Good working knowledge of Excel or Google Sheets.

Desirable Experience

Experience using CRM, ticketing, or CCaaS platforms.

Experience in language services, customer operations, healthcare, regulated services, or similar environments.

Prior experience supporting coaching, training, or performance improvement activities.

Why This Role Matters

This role will help improve service quality at scale, strengthen coaching effectiveness, and create a more consistent experience for customers, internal teams, and external stakeholders.