Quality Assurance Officer
Quality Assurance Officer
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Job Description
Kaseya is the leading provider of complete IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT organizations worldwide powered by AI. Kaseyas best-in-breed technologies allow organizations to efficiently manage and secure IT to drive sustained business success. Kaseya has achieved sustained strong double-digit growth over the past several years and is backed by Insight Venture Partners ) a leading global private equity firm investing in high-growth technology and software companies that drive transformative change in the industries they serve.
Founded in 2000 Kaseya currently serves customers in over 20 countries across a wide variety of industries and manages over 15 million endpoints worldwide. To learn more about our company and our award-winning solutions go to and for more information on Kaseyas culture.
Kaseya is not your typical company. We are not afraid to tell you exactly who we are and our expectations. The thousands of people that succeed at Kaseya are prepared to go above and beyond for the betterment of our customers.
Role: Quality Assurance Officer
Location:Bangalore - Onsite
Duration: Full-Time
Timings: 9-6 AM (fixed 2-4 months) / open to Rotational shift.)
Experience: 2-4 yrs
Skills to crack: data analysis tools/ contact center/ DA of Raw Data/ COPC/ ISO 9001:2015/ Call-Chat process
Job Summary:
- We are seeking a detail-oriented and analytical Quality Analyst to join our Contact Center team. This role is pivotal in enhancing the quality of customer interactions improving agent performance and optimizing support processes.
- The ideal candidate will have a strong background in quality assurance within a contact center environment and a passion for driving continuous improvement.
Qualifications:
- 24 years of experience in a contact center quality assurance or process improvement role.
- Previous work experience in an IT industry working with Tickets is a Plus.
- Strong understanding of QA methodologies call monitoring tools and customer service metrics.
- Proficiency in data analysis tools (Excel Power BI or similar).
- Excellent communication coaching and interpersonal skills.
- Ability to work independently and collaboratively in a fast-paced environment.
Preferred Skills:
- Experience with CRM and contact center platforms (e.g. Zendesk Five9).
- Familiarity with Six Sigma Lean or other process improvement methodologies.
- Certification in Quality Assurance or Customer Experience (e.g. COPC ISO 9001 CCXP) is a plus.
Key Responsibilities:
- Monitor and evaluate inbound and outbound customer interactions across multiple channels (calls chats emails).
- Analyze agent behavior and adherence to scripts compliance standards and customer service protocols.
- Identify trends gaps and opportunities for improvement in agent performance and customer experience.
- Develop and maintain quality scorecards evaluation forms and performance dashboards.
- Provide actionable feedback and coaching recommendations to supervisors & managers.
- Collaborate with training and operations teams to design and implement improvement initiatives.
- Track the effectiveness of quality improvement programs and report on KPIs.
- Conduct root cause analysis on recurring issues and recommend process enhancements.
- Support calibration sessions to ensure consistency in quality evaluations.
Join the Kaseya growth rocket ship and see how we are #ChangingLives !
Additional information
Kaseya provides equal employment opportunity to all employees and applicants without regard to race religion age ancestry gender sex sexual orientation national origin citizenship status physical or mental disability veteran status marital status or any other characteristic protected by applicable law.
Required Experience:
Unclear Seniority
Employment Type
Full Time
