HNR Tech
Website:
hnrtech.com
Job details:
About the Role:
We are currently looking for a Customer Service QA Specialist to strengthen our quality framework, improve customer satisfaction, and build a scalable, AI-enabled QA function.
This role is focused on elevating customer experience by improving CSAT, quality, comprehension, and turnaround times (TAT) while embedding a data-driven and AI-assisted quality culture.
The ideal candidate will play a critical role in identifying performance gaps, coaching teams, implementing structured QA processes, and driving measurable improvements across all customer touchpoints.
Key Responsibilities:
1. Quality Monitoring & Audit Management
- Design and execute a structured QA audit framework across:
- Email
- Live Chat
- Text Messaging
- Conduct audits on:
- Daily samples
- Weekly trend reviews
- Monthly performance evaluations
- Evaluate interactions using calibrated scorecards
- Maintain defensible audit logs and documentation for review and governance purposes
- Ensure audit consistency and traceability
2. Root Cause Analysis & Performance Diagnosis
- Identify the underlying drivers of:
- Low CSAT
- DSAT trends
- Comprehension errors
- SLA breaches
- TAT slippages
- Perform data-backed root cause analysis
- Translate audit findings into prioritized action plans
- Present examples, trends, and recommended fixes to leadership
3. Coaching, Feedback & Capability Development
Deliver structured coaching interventions including:
Individual Coaching
- One-on-one feedback sessions
- Performance correction plans
- Skill progression tracking
Team Coaching
- Group refresher sessions
- Targeted quality improvement workshops
- Skill clinics focused on:
- Written communication
- Grammar and punctuation
- Customer empathy
- Tone calibration
- Product understanding
- Policy adherence
Build and track development plans for underperforming agents.
4. Calibration Management
- Conduct weekly internal calibration sessions
- Participate in stakeholder calibration reviews
- Ensure scoring consistency across:
- QA
- Team Leads
- Operations stakeholders
- Maintain scoring variance within agreed tolerance thresholds
5. AI Enablement & Workflow Optimization
Identify, pilot, and scale AI-assisted use cases across customer support operations, including:
- Response drafting
- Grammar and tone optimization
- Conversation summarization
- Sentiment detection
- Knowledge retrieval assistance
Responsibilities include:
- Prompt design
- Workflow guardrails
- Review checkpoints
- Risk mitigation controls
- Adoption measurement
The goal is to ensure AI improves quality and efficiency without introducing operational risk.
6. Process Ownership & SOP Governance
Own and continuously optimize:
- QA Standard Operating Procedures (SOPs)
- Quality scorecards
- Rebuttal and escalation processes
- Coaching frameworks
- Documentation repositories
Ensure all documentation remains:
- Version-controlled
- Audit-ready
- Operationally relevant
7. Reporting, Analytics & Governance
Publish structured dashboards on:
- CSAT trends
- Quality scores
- Defect categories
- Coaching coverage
- TAT performance
- Calibration adherence
- AI adoption metrics
Reporting cadence:
- Daily operational summaries
- Weekly performance reviews
- Monthly governance dashboards
Present findings during:
- Business reviews
- Internal operational reviews
- Leadership governance discussions
8. Hiring & Training Enablement
Partner with recruitment and training teams to strengthen hiring and onboarding quality by:
- Refining assessment criteria
- Enhancing hiring filters
- Improving onboarding content
- Defining certification gates
Objective: Accelerate ramp-up quality for new hires.
9. Compliance, Risk & Quality Governance
- Identify policy breaches
- Flag data handling concerns
- Detect brand voice inconsistencies
- Escalate operational risks
- Drive corrective actions with:
- Operations
- HR
- Relevant internal stakeholders
Preferred Qualifications:
Experience
- Minimum 5 years of dedicated Quality Assurance experience
- Experience within:
- Contact Centers
- BPO environments
- Majority of experience must be in non-voice support channels, including:
- Email
- Chat
- Messaging support
Customer Support Domain Expertise
Proven experience supporting US-based customers, preferably within:
- E-commerce
- Retail
- Automotive
- Comparable consumer-facing industries
Performance Improvement Track Record
Demonstrated success in improving:
- CSAT
- Internal Quality Scores
- TAT adherence
- Operational consistency
Candidates should be able to provide metric-driven examples.
Communication Skills
Strong written English proficiency with expertise in:
- Grammar
- Punctuation
- Professional tone
- Written clarity
- Coaching written communication standards
Technical & Platform Expertise
Hands-on experience with:
CRM / Ticketing Platforms
- Gladly
- Salesforce
- Zendesk
- Freshdesk
- Kustomer
- Equivalent tools
AI / Generative AI Experience
Practical experience applying AI tools in customer support environments, including:
- Prompt engineering
- Response assistance
- Quality validation
- AI workflow safeguards
Education
Bachelor’s Degree in any discipline
Preferred certifications:
- COPC
- Six Sigma (Yellow / Green Belt)
- Lean
Work Style Expectations
Willingness to undertake extensive hands-on QA responsibilities, including high-volume audits during the stabilization phase.
Preferred Attributes
We strongly prefer candidates with experience in:
QA Function Development
- Building QA frameworks from scratch
- Turning around underperforming service teams
Metrics Expertise
Strong familiarity with:
- CSAT
- DSAT
- NPS
- FCR
- AHT
- TAT frameworks
Independent Ownership
Ability to:
- Work autonomously
- Influence without direct authority
- Drive accountability cross-functionally
Analytical Capability
Strong working knowledge of:
- Excel / Google Sheets
- Dashboard analysis tools such as:
- Power BI
- Tableau
- Looker
Key Performance Indicators (KPIs)
Success in this role will be measured by:
Customer Experience
- CSAT exceeding client-defined benchmarks within agreed timelines
- Sustained improvement thereafter
Quality
- Internal quality scores consistently above benchmark
Operational Efficiency
- TAT compliance within SLA across all support channels
Calibration Accuracy
- Scoring variance within agreed tolerance
AI Adoption
- Defined adoption targets achieved
- Measurable gains in quality and productivity
Coaching Effectiveness
- 100% coaching coverage for below-threshold agents
Work Arrangements:
On-site opportunity, Virar or Matunga office in Mumbai
EST working hours required (9:00 AM - 5:00 PM EST)
Full-time opportunity
Benefits:
- Flexible Working Style
- Diversity and Inclusion
- Learn And Grow
- Balanced Working Life
- Flexible work hours
- Health Insurance
If you’re a quality-driven customer service leader with strong analytical capability, operational ownership, and hands-on AI enablement experience, we’d love to hear from you.
Equal Opportunities Statement:
HNR Tech is deeply committed to creating a workplace and global community where inclusion is not only valued but prioritized. We’re proud to be an equal-opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, family status, marital status, sexual orientation, national origin, genetics, neurodiversity, disability, age, or any other non-merit-based or legally protected grounds.
Industry
IT Services and Consulting
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