Key Responsibilities
- QA Framework Design Implementation: Build audit frameworks, scorecards, and calibration mechanisms.
- Quality Audits Monitoring: Evaluate calls, chats, and emails for accuracy, empathy, and compliance.
- Coaching Feedback: Deliver actionable feedback, conduct 1:1 coaching, and support performance improvement plans.
- Training OJT Support: Create QA-based training modules, refresher sessions, and onboarding checklists.
- Reporting Insights: Publish reports, analyze trends (CSAT, FCR, SLA, AHT), and provide data-backed recommendations.
- Continuous Improvement: Identify systemic issues and partner with Ops/Product teams to close quality gap
Qualifications
Eligibility Criteria
- 2–4 years of QA experience in a Customer Support / CX environment
- Hands-on auditing of voice non-voice channels
- Experience creating/managing QA scorecards
- Strong knowledge of customer service metrics (CSAT, FCR, SLA, AHT)
- Skilled in coaching, feedback delivery, and stakeholder management
Skills Required
- Analytical mindset problem-solving skills
- Attention to detail process orientation
- Excellent communication (verbal written)
- Ability to influence collaborate across teams
- Proficiency in Excel / Google Sheets reporting tools
Additional Information
Join us in shaping excellence at every interaction. If you're looking to make a real impact in
Customer Experience Quality Analyst this is your chance to be part of a team that thrives on collaboration, growth, and delivering outstanding results.
Quality Analyst Customer Experience/Support
Location: Bangalore (Work from Office)
Working Hours: 9:00 AM – 5:00 PM (flexible as per team requirement)
Work Week: 5 days
You should have your own Laptop
