Technoarete Research and Development Association
Website:
technoarete.org
Job details:
Role Overview
The Quality Executive will be responsible for monitoring, evaluating, and improving the quality of customer interactions across email, chat, and social media channels. This role ensures that customer support representatives meet defined quality standards, adhere to SLAs, and deliver a consistent and excellent customer experience.
Key Responsibilities
• Monitor and evaluate customer interactions (email, chat, social media) based on predefined quality parameters.
• Conduct regular quality audits and provide detailed feedback to support representatives.
• Ensure all communications meet company standards for tone, accuracy, grammar, and professionalism.
• Identify training needs and collaborate with team leads/trainers to improve team performance.
• Track and analyse quality scores, error trends, and improvement areas.
• Ensure adherence to SLAs, SOPs, and compliance requirements.
• Participate in calibration sessions to maintain evaluation consistency across the QA team.
• Provide actionable insights to enhance customer satisfaction and operational efficiency.
• Maintain accurate quality reports and dashboards using tools like Excel/Google Sheets.
• Work closely with operations and training teams to drive continuous improvement initiatives.
Qualifications & Skills
• Bachelor’s degree in any discipline
• 1–3 years of experience in Quality Assurance (QA) within email/chat support or customer service
• Strong written communication and analytical skills
• Excellent attention to detail and ability to identify gaps in communication
• Experience with CRM tools, chat platforms, and ticketing systems
• Proficiency in Microsoft Excel / Google Sheets for reporting and analysis
• Ability to provide constructive feedback and coach team members
• Strong organisational and time management skills
Click on Apply to know more.