Associate - Quality Assurance
Associate - Quality Assurance
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Job Description
Job Overview
We are seeking a passionate and detail-oriented Quality Analyst (Customer Support) to join our Customer Experience (CX) team. You will be responsible for evaluating customer interactions across channels identifying service improvement areas driving quality initiatives and ensuring our support teams deliver exceptional customer experiences.
Key Responsibilities
- Conduct regular quality audits of customer interactions across calls emails chats and social media.
- Analyze support data to uncover trends gaps and opportunities for enhancing service quality.
- Develop implement and refine QA processes guidelines and evaluation frameworks.
- Collaborate closely with support leaders to deliver actionable feedback coaching and skill development plans.
- Create comprehensive reports on audit results agent performance metrics and improvement initiatives.
- Track customer feedback from surveys and other sources to identify areas for corrective action.
- Lead strategic quality improvement projects aimed at elevating industry standards.
- Evaluate and recommend new QA tools or technologies to enhance operational efficiency.
- Scope and Impact
- Drive measurable improvements in customer support quality and agent performance.
- Own key QA deliverables such as Audit Targets Calibration Variance ATA (Average Time to Audit) Variance and RCA (Root Cause Analysis) ETA adherence.
- Lead cross-functional collaboration initiatives to promote a culture of continuous improvement.
- Deliver clear documentation for all quality processes and new initiatives.
- Directly influence the customer satisfaction (CSAT) and support excellence metrics across geographies.
Key Skills and Competencies
- Strong analytical mindset with attention to detail.
- Ability to manage time effectively in a dynamic high-volume environment.
- Expertise in data analysis process improvement and QA methodologies.
- Excellent documentation and process mapping skills.
- Proficient in Microsoft Office Suite/Google Sheets (Excel Word PowerPoint).
- Skilled in delivering constructive feedback and coaching.
- Qualifications
Qualifications :
Required:
- Bachelors degree in any discipline.
- 2 - 4 years of experience in Customer Support with a minimum of 1 - 2 years in a Quality Assurance role.
- Excellent verbal written and interpersonal communication skills.
Preferred:
- Certification in process improvement methodologies (e.g. Lean Six Sigma Data Analytics).
- Familiarity with industry-specific compliance standards or regulations.
Additional Information :
At Freshworks we are creating a global workplace that enables everyone to find their true potential purpose and passion irrespective of their background gender race sexual orientation religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant richer work environment that advances the goals of our employees communities and the business.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
