Quality Analyst (Support or Service Desk) - Team lead

Golden Opportunities

4 - 7 years

8 Lacs

indore chennai

Posted:1 week ago| Platform:

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Skills Required

quality analysis google workspace six sigma customer experience service desk team leading quality assurance

Work Mode

Work from Office

Job Type

Full Time

Job Description

Candidate should have 4+ years of experience as Quality Analyst.
Monitor and evaluate support interactions (calls, chats, emails) to ensure adherence to quality standards and SLOs.
Identify trends, gaps, and areas of improvement in agent performance and customer experience. Provide actionable feedback and coaching to agents to improve communication, technical accuracy, and customer satisfaction.
Collaborate with training and operations teams to update SOPs and knowledge base content.
Conduct root cause analysis for recurring quality issues and recommend process improvements.
Track quality metrics and prepare regular reports for leadership.
Ensure compliance with internal policies, client expectations, and regulatory standards.
Excellent verbal and written communication skills.
Strong analytical and observational skills.
Experience with QA tools and scorecards.
Familiarity with support workflows, ticketing systems, and ITIL practices.
Ability to deliver constructive feedback and coaching.
Proficiency in Google Workspace tools (Gmail, Docs, Sheets, Meet, etc.).
Prior experience in a support or service desk environment.
Exposure to Google product ecosystem (Gemini app, Notebook LLM, App Sheet, etc.).
Knowledge of quality frameworks (e.g., Six Sigma, COPC).
Google Workspace Administrator certification is a strong advantage.
Should be flexible with shifts.

Contact Person

Email

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