Quality Assurance Analyst

Customer Success- QA Analyst

Do you have a keen eye for detail and a passion for ensuring exceptional customer experiences Are you excited about the opportunity to play a key role in the success of our customer success team If so, then this Customer Success QA Analyst role is for you!

About the Role:

In this role, you will be responsible for auditing customer interactions handled by our customer success team. This includes reviewing calls and support tickets to ensure our team is delivering high-quality service that meets and exceeds customer expectations.

As a QA, you will play a critical role in shaping team performance, refining processes, and ensuring our support function scales with quality and consistency.

Website: https://www.houzeo.com

Headquarters: Manhattan, New York

Location: Thane, Mumbai.

Designation: Quality Assurance

Experience: 3 Years and above

Responsibilities:

● Conduct daily audits across customer support channels (calls, chats, emails)

● Evaluate interactions based on defined quality parameters and scorecards

● Identify trends, recurring errors, and performance gaps across the team

● Share structured and actionable feedback with agents and Team Leads

● Conduct or support coaching sessions, calibrations, and quality discussions

● Generate QA reports, dashboards, and insights for leadership review

● Collaborate with Ops and Training teams to improve agent performance

● Drive process improvements and contribute to SOP updates

● Refine and optimize QA frameworks, scorecards, and audit processes

● Ensure alignment of quality standards with overall business goals

Qualifications:

● 1–3+ years of experience in Quality Analysis (preferably in Customer Support)

● Hands-on experience in auditing tickets/interactions across multiple channels

● Strong understanding of QA frameworks, scorecards, and evaluation metrics

● Experience in providing feedback, coaching, or working with agents/TLs

● Familiarity with tools like Google Sheets/Excel, CRM tools (Zoho, Zendesk, Freshdesk, Salesforce, etc.)

● Basic data analysis skills (reporting, trends, pivots, dashboards)

● Excellent communication skills (clear, structured, and confident English)

● Strong analytical thinking and problem-solving ability

● Self-driven mindset with a focus on ownership and continuous improvement.

Benefits:

● Opportunity to own and shape the QA function, not just execute it

● High visibility role with direct impact on team performance and customer experience

● Exposure to cross-functional collaboration (Ops, Training, Product)

● Fast-paced environment that encourages learning, ownership, and growth

● Work on improving real business metrics, not just internal scores

● Career growth into roles like Quality Lead / Ops Excellence / Training

If you are excited about the opportunity to play a key role in helping our team deliver exceptional service, we encourage you to apply!

Interested candidates can share their resume at [Confidential Information]