Customer Support Quality Assurance (QA) Specialist

We are looking for a Customer Support QA Specialist to ensure our support interactions meet the highest standards of accuracy, professionalism, and customer satisfaction. In this role, you'll evaluate customer interactions, deliver actionable feedback to support agents, and contribute to continuous process improvement. This position is ideal for someone with a keen eye for detail, strong analytical skills, and a passion for delivering exceptional customer experiences.

Key Responsibilities

🔍 Quality Audits & Evaluation

• Audit support interactions across channels (email, chat, phone) for tone, accuracy, and effectiveness.
• Ensure compliance with internal quality standards and client expectations.
• Provide structured feedback to support agents to improve performance and consistency.

📊 Reporting & Metrics

• Track QA metrics such as CSAT, NPS, and First Contact Resolution.
• Analyze support data to uncover trends, recurring issues, and process gaps.
• Share insights and performance reports with management for strategic improvements.

🧠 Training & Coaching

• Assist in creating and updating training content for support teams.
• Conduct targeted coaching sessions to address performance gaps and support agent development.

🔧 Process Optimization

• Recommend and implement improvements in support workflows and SOPs.
• Collaborate with Customer Support leadership to streamline processes and boost efficiency.

🤝 Cross-functional Collaboration

• Partner with Product, Engineering, and Customer Success teams to relay customer feedback and identify systemic issues.
• Contribute to a unified customer experience across departments.

🚨 Escalation Management

• Monitor and support the resolution of escalated customer issues.
• Ensure all escalated interactions align with quality standards and brand tone.

Qualifications & Requirements

Experience

• 3+ years in customer support, quality assurance, or customer success, ideally within media, entertainment, or tech sectors.
• Hands-on experience conducting quality evaluations and coaching support agents.

Skills

• Strong analytical and problem-solving abilities.
• Excellent verbal and written communication skills.
• Proficient with support platforms (e.g., Zendesk, Freshdesk) and CRM tools.
• Highly detail-oriented with a commitment to consistency and quality.

Attributes

• Customer-first mindset with a drive to deliver exceptional support.
• Collaborative and adaptable in fast-paced environments.
• Self-motivated and proactive in identifying and solving quality challenges.

Interested candidates APPLY by filling this form : Customer Support Quality Assurance (QA) - India