Associate - Quality Assurance

Job Description Job Description Job Overview We are seeking a passionate and detail-oriented Quality Analyst (Customer Support) to join our Customer Experience (CX) team. You will be responsible for evaluating customer interactions across channels, identifying service improvement areas, driving quality initiatives, and ensuring our support teams deliver exceptional customer experiences. Key Responsibilities Conduct regular quality audits of customer interactions across calls, emails, chats, and social media. Analyze support data to uncover trends, gaps, and opportunities for enhancing service quality. Develop, implement, and refine QA processes, guidelines, and evaluation frameworks. Collaborate closely with support leaders to deliver actionable feedback, coaching, and skill development plans. Create comprehensive reports on audit results, agent performance metrics, and improvement initiatives. Track customer feedback from surveys and other sources to identify areas for corrective action. Lead strategic quality improvement projects aimed at elevating industry standards. Evaluate and recommend new QA tools or technologies to enhance operational efficiency. Scope and Impact Drive measurable improvements in customer support quality and agent performance. Own key QA deliverables such as Audit Targets, Calibration Variance, ATA (Average Time to Audit) Variance, and RCA (Root Cause Analysis) ETA adherence. Lead cross-functional collaboration initiatives to promote a culture of continuous improvement. Deliver clear documentation for all quality processes and new initiatives. Directly influence the customer satisfaction (CSAT) and support excellence metrics across geographies. Key Skills and Competencies Strong analytical mindset with attention to detail. Ability to manage time effectively in a dynamic, high-volume environment. Expertise in data analysis, process improvement, and QA methodologies. Excellent documentation and process mapping skills. Proficient in Microsoft Office Suite/Google Sheets (Excel, Word, PowerPoint). Skilled in delivering constructive feedback and coaching. Qualifications Qualifications Required: Bachelor s degree in any discipline. 2 - 4 years of experience in Customer Support, with a minimum of 1 - 2 years in a Quality Assurance role. Excellent verbal, written, and interpersonal communication skills. Preferred: Certification in process improvement methodologies (e.g., Lean, Six Sigma, Data Analytics). Familiarity with industry-specific compliance standards or regulations.