Quality Analyst

Job Title: Quality Assurance Analyst (Customer Support)

Location: Hyderabad

Salary: 4 LPA to 4.9 LPA

Job Type: Full-time

About the Role

We are hiring a Quality Assurance Analyst to evaluate and elevate our Customer Service operations across Voice, Email, Chat channels. You will monitor live and recorded interactions, deliver actionable coaching, and ensure high quality standards across Tier 2 support teams.

Key Responsibilities

• Quality Audits: Regularly evaluate customer interactions across Voice, Email, Chat, and Social Media for policy and quality compliance.
• Coaching & Floor Support: Provide weekly feedback sessions to CSRs and assist team members on the floor (including taking live calls when needed).
• Reports & Meetings: Maintain weekly QA coaching logs, attend management reviews, and participate in internal and partner calibration sessions.
• Escalation Handling: Investigate customer escalations and partner with Team Leads and Managers to address process gaps.
• Communication: Forward process changes and policy updates to team members prompt and track caller feedback for reporting.

Requirements

• Education: High School Diploma or equivalent required.
• Experience: Minimum 1 year of contact center experience; 12 years of QA experience preferred.
• Technical Skills: Basic to intermediate knowledge of MS Office (Excel, Word) and a minimum typing speed of 30 WPM with high accuracy.
• Soft Skills: Excellent written and verbal communication skills, strong active listening, and problem-solving abilities.
• Work Schedule: Flexibility to work in 24/7 rotational shifts (including early mornings, evenings, and holidays).
• Preferred only "Immediate Joiner"

Perks & Benefits

• Competitive compensation: 4.5 LPA 4.9 LPA
• Professional development and leadership coaching.
• Collaborative, growth-focused work environment.
• 2-way cab provided up to 25kms

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