Quality Analyst - Customer Support (voice and Chat)

As a Quality Analyst in the Customer Support team at our Chennai location, your primary responsibility will be to conduct regular quality audits of customer interactions across calls, emails, chats, and social media. You will play a key role in developing, implementing, and refining QA processes, guidelines, and evaluation frameworks to ensure high standards of service delivery. Tracking customer feedback from surveys and other sources will be essential to identify areas that require corrective action. Additionally, you will be expected to create detailed reports on audit results, agent performance metrics, and improvement initiatives. To qualify for this role, you should have a minimum of 2 - 4 years of experience in Customer Support, with at least 1 - 2 years in a Quality Assurance role specifically from Call or Chat Support environments. Strong verbal, written, and interpersonal communication skills are essential for effective performance in this position. Possessing a certification in process improvement methodologies such as Lean, Six Sigma, or Data Analytics would be considered an added advantage. If you meet the experience requirements and have the necessary skills, we encourage you to get in touch with us. You can reach out by calling 7358607823 or sharing your resume to vinodhini.ravi@freshworks.com. Please note that only candidates with 1 to 5 years of experience will be considered for this opportunity.,