Job Description
We are looking for a detail-oriented and performance-driven QA Executiveto join our Quality Assurance team for a US-based chat support campaign. The ideal candidate should have strong analytical skills, excellent communication, and a solid understanding of customer support quality standards within the BPO industry.
Key Responsibilities:
- Monitor and evaluate chat interactions to ensure compliance with quality standards and client requirements.
- Identify performance gaps and provide actionable feedback to agents and team leads.
- Conduct regular audits and maintain accurate QA reports and scorecards.
- Share trend analysis, recurring issues, and process improvement recommendations.
- Participate in calibration sessions with operations and training teams.
- Ensure adherence to SOPs, customer handling standards, and compliance policies.
- Support coaching sessions and quality improvement initiatives.