Quality Analyst - Customer Support

Elevate Now

Website: joinelevatenow.com
Job details:
Key Responsibilities

• QA Framework Design Implementation: Build audit frameworks, scorecards, and calibration mechanisms.
• Quality Audits Monitoring: Evaluate calls, chats, and emails for accuracy, empathy, and compliance.
• Coaching Feedback: Deliver actionable feedback, conduct 1:1 coaching, and support performance improvement plans.
• Training OJT Support: Create QA-based training modules, refresher sessions, and onboarding checklists.
• Reporting Insights: Publish reports, analyze trends (CSAT, FCR, SLA, AHT), and provide data-backed recommendations.
• Continuous Improvement: Identify systemic issues and partner with Ops/Product teams to close quality gap
  
  

Qualifications

Eligibility Criteria

• 2–4 years of QA experience in a Customer Support / CX environment
• Hands-on auditing of voice non-voice channels
• Experience creating/managing QA scorecards
• Strong knowledge of customer service metrics (CSAT, FCR, SLA, AHT)
• Skilled in coaching, feedback delivery, and stakeholder management
  
  

Skills Required

• Analytical mindset problem-solving skills
• Attention to detail process orientation
• Excellent communication (verbal written)
• Ability to influence collaborate across teams
• Proficiency in Excel / Google Sheets reporting tools
  
  

Additional Information

Join us in shaping excellence at every interaction. If you’re looking to make a real impact in Customer Experience Quality Analyst this is your chance to be part of a team that thrives on collaboration, growth, and delivering outstanding results.

Quality Analyst Customer Experience/Support

Location: Bangalore (Work from Office)

Working Hours: 9:00 AM – 5:00 PM (flexible as per team requirement)

Work Week: 5 days

You should have your own Laptop Click on Apply to know more.