Senior Quality Assurance - Customer Support

Company Description Hiring for a US Based D2C brand.

CTC: Upto 6.5 LPA

Role Description The Senior Quality Assurance – Customer Support role is a full-time remote position responsible for ensuring consistent, high-quality service delivery across customer support operations. This role oversees quality control processes for support interactions, including monitoring cases, reviewing documentation, and identifying deviations from standards. The Senior QA professional designs and refines quality assurance frameworks, develops best practices, and collaborates with support leadership to implement corrective and preventive actions. Daily responsibilities include performing quality audits on tickets and calls, analyzing trends, preparing reports, and providing feedback and coaching to customer support team members. The role also partners with cross-functional teams to improve workflows, strengthen compliance with internal policies and industry requirements, and enhance overall customer satisfaction.

Qualifications

• Demonstrated expertise in Quality Control and Quality Assurance, with experience applying these disciplines to customer support processes.
• Proficiency in Quality Management, including defining standards, measuring performance, and driving continuous improvement initiatives.
• Knowledge of Good Manufacturing Practice (GMP) or comparable regulatory frameworks, with an ability to translate structured compliance principles into service operations.
• Experience with Quality Auditing, including planning audits, documenting findings, and following up on corrective actions.
• Strong analytical and reporting skills, with the ability to interpret data, identify trends, and present clear recommendations.
• Excellent written and verbal communication skills for delivering feedback, documentation, and cross-functional collaboration.
• Proven experience in a senior or lead role within customer support, operations, or quality assurance.
• Ability to work independently in a remote environment, manage multiple priorities, and meet deadlines.
• Bachelor's degree in a relevant field (e.g., Business, Quality Management, Operations, or related discipline) or equivalent practical experience.