QA– UK Chat Support

Job Summary:

We are looking for a detail-oriented and analytical Quality Analyst (QA) to support our UK Chat Support team. The QA will be responsible for monitoring, assessing, and improving the quality of customer interactions via live chat. You will work closely with Team Leads, Trainers, and Agents to ensure that service delivery is in line with internal standards and client expectations.

Key Responsibilities:

Quality Monitoring & Evaluation:

• Monitor and evaluate chat interactions of UK-based support agents for quality, accuracy, and compliance
• Ensure adherence to process guidelines, tone of communication, grammar, and resolution effectiveness
• Identify quality trends and provide actionable feedback to agents and team leads
• Maintain a fair and consistent evaluation process across the team

Reporting & Documentation:

• Maintain and update QA scorecards and evaluation logs
• Prepare daily, weekly, and monthly quality reports
• Highlight performance gaps and escalate critical quality issues
• Collaborate with management on root cause analysis and continuous improvement plans

Coaching & Feedback:

• Conduct regular calibration sessions with Team Leads and QAs to ensure scoring consistency
• Deliver constructive feedback and support coaching sessions to help agents improve performance
• Recommend training needs based on quality audit findings
• Participate in process training and refresher sessions when required

Compliance & Standards:

• Ensure compliance with data privacy policies, company guidelines, and client-specific SLAs
• Monitor adherence to standard chat scripts, tone, empathy, and resolution guidelines
• Proactively identify risks and flag potential compliance breaches

Required Skills & Qualifications:

• Excellent command over written English (UK English preferred)
• Minimum 1–3 years of experience as a QA in a chat/email support environment (preferably UK-based process)
• Strong knowledge of customer service KPIs (CSAT, QA Score, AHT, FRT, etc.)
• Proficient in using QA monitoring tools, CRM/chat platforms (e.g., Zendesk, Intercom, Freshchat)
• Eye for detail, analytical mindset, and a process-driven approach
• Ability to give clear, unbiased, and actionable feedback
• Strong Excel and reporting skills

Education & Experience:

• Bachelor’s degree or equivalent
• Prior experience in UK customer support is a must
• Six Sigma/Quality certifications (e.g., Yellow Belt, COPC) are a plus

Work Environment & Benefits:

• UK Shift with weekend or rotational offs (depending on process)
• Opportunity for growth into Sr. QA or Quality Manager roles
• Health benefits, paid time off, and performance-based bonuses

Job Types: Full-time, Permanent

Pay: ₹15,000.00 - ₹20,000.00 per month

Benefits:

• Provident Fund

Work Location: In person

Expected Start Date: 20/08/2025