Quality Assurance Analyst

4 days ago

Gurugram, India AHEAD Full time
The Quality Assurance Analyst is responsible for monitoring, evaluating, and providing feedback on the quality of customer interactions, including calls and ticket handling. This role ensures that support teams follow defined processes, deliver exceptional customer experiences, and maintain compliance with organizational standards. The analyst will work closely with supervisors, team leads and functional managers to identify training needs, improve service delivery, and drive continuous improvement initiatives.

Roles & Responsibilities

Monitor and evaluate customer calls and support tickets for quality, accuracy, and compliance with guidelines. Document feedback and provide actionable insights to improve agent performance. Develop and maintain QA scorecards, evaluation forms, and reporting mechanisms. Collaborate with leads/managers to identify training needs and performance gaps. Participate in calibration sessions to ensure consistency in quality evaluations. Analyze trends in quality scores and recommend process improvements. Ensure adherence to company policies, regulatory requirements, and customer service standards. Assist in the development and implementation of quality improvement initiatives.

Skills and Competencies

Strong analytical and problem-solving skills. Excellent listening, communication, and interpersonal skills. Attention to detail and high level of accuracy. Ability to deliver constructive feedback in a positive manner. Proficiency in using QA tools, CRM platforms, and call monitoring systems. Strong organizational and time management skills. Ability to work independently and collaboratively in a fast-paced environment.

Qualifications

Bachelor’s degree in Business Administration, Communications, or a related field. 3+ years of experience in a quality assurance role within a call center, helpdesk, or technical support environment. Experience with ticketing systems (, ServiceNow) and call monitoring tools (, Amazon Connect). Knowledge of customer service best practices and quality management principles.

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