About CheQ
At CheQ, were turning the chaos of credit into a journey thats clear, rewarding, and even a little fun. With 80,000 Cr+ in lifetime payments, a growing tribe of users (30%+ using more than two products), and $16M raised from marquee investors, were fast becoming Indias favourite way to go from credit-stressed to credit-smart.
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What you’ll be doing
We are looking for a hands-on Quality & Training professional to strengthen the quality and effectiveness of our Customer Support operations. The individual will evaluate customer interactions across Live Chat, Email, Social Media and Voice channels, identify gaps in agent performance, and drive structured coaching and training interventions.
The role goes beyond identifying errors: it requires translating quality insights into measurable improvements through timely feedback, targeted training, process enhancements and continuous capability development. This is an individual-contributor role with ownership of Quality and Training deliverables, working closely with Customer Support Team Leaders and Operations leadership.
Key Responsibilities
- Conduct regular quality audits of customer interactions across Live Chat, Email, Social Media and Voice/Call channels.
- Evaluate interactions against defined parameters, including communication, empathy, accuracy, ownership, resolution, process adherence and compliance.
- Maintain and continuously improve QA scorecards, audit guidelines, evaluation parameters and sampling methodology.
- Identify critical errors, recurring defects, behavioural gaps and opportunities to improve the customer experience.
- Provide structured, actionable and timely feedback to advisors based on audit findings; conduct one-on-one coaching sessions to address individual performance gaps.
- Partner with Team Leaders and Operations to drive improvements in agent quality scores and reinforce best practices across the team.
- Develop and execute training plans based on audit findings, customer feedback and operational performance trends.
- Conduct induction, process training, refresher sessions and ongoing upskilling; support new-hire nesting and assess readiness for live operations.
- Design targeted learning modules covering communication, product knowledge, process understanding, customer handling and resolution skills.
- Maintain training materials, process documentation, SOPs and knowledge resources, ensuring process and policy changes are communicated promptly.
- Prepare periodic quality and training reports highlighting trends, root causes, performance gaps and recommended actions.
- Track the effectiveness of coaching and training through measurable changes in quality scores, repeat errors and operational performance.
- Conduct regular calibration sessions with Team Leaders and Operations to ensure consistency and accuracy in evaluations.
- Maintain audit records, coaching trackers, calibration outcomes and training effectiveness reports.
- Identify opportunities to improve QA productivity through automation, AI-enabled quality monitoring and process optimisation.
Key Performance Indicators (KPIs)
- Overall quality score across supported channels.
- Audit coverage, evaluation accuracy and calibration alignment.
- Improvement in individual agent quality scores following coaching.
- Training effectiveness and post-training performance improvement.
- New-hire time to proficiency and readiness following nesting.
- Reduction in repeat errors, critical defects and process deviations.
- Adherence to SOPs, product knowledge and communication standards.
Required Skills
- 3–4 years of experience in Quality Assurance and Training within a Customer Support or Customer Experience function.
- Hands-on experience auditing customer interactions across multiple channels; exposure to Chat, Email, social media and voice is preferred.
- Strong understanding of QA frameworks, scorecards, audit methodologies, sampling and quality parameters.
- Experience conducting agent coaching, feedback sessions and structured training interventions.
- Ability to analyse performance data, identify root causes and translate findings into actionable coaching and training plans.
- Excellent verbal and written communication, presentation and facilitation skills.
- Strong working knowledge of Excel or Google Sheets and quality reporting.
- Exposure to customer support platforms and QA tools such as Freshdesk, Freshchat, Zendesk or equivalent.
What We Are Looking For
- A self-driven professional who enjoys working directly with customer support teams.
- Someone who can independently own audits, coaching and training deliverables—not just manage scorecards or reporting.
- A problem solver who can distinguish individual agent errors from underlying process, product or knowledge gaps.
- Someone who can influence performance improvements through feedback, collaboration and structured learning rather than relying on direct people management.
- Exposure to AI-based quality monitoring, automated audits or support process automation will be an added advantage.
Why should you join CheQ
You own it, we trust you
Shape your work with freedom, deliver with ownership, backed by trust.
Bold, fast & human
Growth by osmosis
What you will not get
Monotony
: Work is dynamic, expect variety every day.Slow climbs
: Growth here is about leaps, not ladders.Layers of red tape
: We believe in speed, not bureaucracy.
