QA Executive

Job Description:

Job Title: Quality Analyst Lead (Chat Support)

Experience: 2+ Years
Location: Panchkula
Shift: Night Shift
Work Mode: 5 Days Working | Work From Office (WFO)

Job Role:
We are seeking an experienced and detail-oriented Quality Analyst Lead to oversee quality assurance activities for our Chat Support operations. The ideal candidate will be responsible for monitoring team performance, conducting quality audits, providing actionable feedback, and driving continuous process improvements to enhance customer experience and operational excellence.

Responsibilities:
► Monitor and evaluate chat interactions to ensure compliance with quality standards and company policies.
► Conduct regular quality audits and maintain accurate quality scorecards.
► Analyze performance trends and identify areas for improvement.
► Provide coaching, feedback, and mentoring to Quality Analysts and Customer Support Associates.
► Prepare and present quality reports, dashboards, and performance insights to management.
► Collaborate with Operations and Training teams to improve service quality and customer satisfaction.
► Drive calibration sessions and ensure consistency in quality evaluations.
► Develop and implement quality improvement initiatives and best practices.
► Handle client quality requirements and ensure adherence to SLAs and KPIs.

Requirements:
► Minimum 2+ years of experience in Quality Assurance within a Customer Support or Chat Support environment.
► Strong understanding of QA methodologies, KPIs, CSAT, and quality frameworks.
► Experience leading quality initiatives and mentoring team members.
► Excellent communication, analytical, and problem-solving skills.
► Proficiency in preparing reports and performance analysis.
► Strong attention to detail and ability to maintain evaluation accuracy.
► Ability to work effectively in a fast-paced night-shift environment.
► Location: Panchkula.
Technical Skills:
Mandatory Skills:
► Quality Monitoring & Auditing
► Chat Support Quality Evaluation
► Performance Analysis & Reporting
► Coaching & Feedback Management
► Root Cause Analysis (RCA)
► MS Excel & Reporting Tools
► Process Improvement & Calibration Management