Quality Assurance Customer Support

1 week ago


Pune Maharashtra, India Happy square outsourcing company Full time

FITTR Job Title
- Quality Analyst for Customer Support

Job Location
- Pune

Seniority Level
- Individual Contributor

Range Of Experience
- 2 to 5 years

Job Summary:
Write the Job Summary on what this role would be doing, this is direct summary of Top Role Activities.

Include details on the department and its vision We are seeking a dedicated and detail-oriented Quality Analyst (QA) to join our dynamic Customer Delight Support Team.

The QA will be responsible for monitoring, evaluating, and improving the quality of customer support interactions across multiple channels in a blended environment.

This role ensures that our team consistently meets customer satisfaction standards, adheres to company policies, and provides exceptional service.

**Responsibilities**:
List the responsibilities, these should be the roles KPIs that we would measure on Quality Monitoring & Evaluation:

- Evaluate agents' communication skills, tone, accuracy, problemsolving, and overall customer experience.
- Provide constructive feedback to agents to help improve their performance and skill set.
- Ensure compliance with all company policies, procedures, and service level agreements (SLAs) for customer interactions.
- Regularly audit customer support procedures and documentation to ensure consistency and quality. Reporting & Analysis:

- Prepare and maintain detailed reports on quality scores, identifying trends, performance gaps, and areas for improvement.
- Analyze customer feedback, service performance data, and KPIs to identify opportunities for process improvement.
- Track and report on individual and team performance metrics, including response time, resolution time, and customer satisfaction. Training & Development:

- Support new hire onboarding by providing training and conducting calibration sessions.
- Assist in the development and delivery of ongoing training programs to enhance agent performance and service quality. Process Improvement:

- Work with a team to implement improvements in customer support processes based on feedback and performance data.
- Suggest and develop process or system enhancements to improve efficiency and customer experience. Customer Satisfaction Monitoring:

- Regularly review customer feedback surveys and NPS (Net Promoter Score) reports to gauge overall customer satisfaction.
- Work with team leads to address any negative feedback and recommend corrective actions by connecting with customers.

Requirements: For the Tpe role activities we have idified the required skills, this list must cover all of them along with educational and other qualifications
- Minimum of 1-2 years of experience in a quality assurance, customer support, trainer or similar role, preferably in a blended environment (handling both voice and non-voice interactions).
- Experience in a non-technical customer service environment is a plus.
- Strong attention to detail and the ability to evaluate and assess interactions critically.
- Excellent verbal and written communication skills with a focus on providing clear, actionable feedback.
- Strong analytical and problem-solving abilities.
- Ability to manage multiple tasks and prioritize effectively.
- Proficiency in using CRM software, and MS Office (Excel, Word, PowerPoint).

**8770897078**

Pay: ₹30,000.00 - ₹50,000.00 per month

**Benefits**:

- Leave encashment
- Paid sick time

Schedule:

- Day shift
- Fixed shift

Supplemental Pay:

- Commission pay
- Performance bonus
- Quarterly bonus

Application Question(s):

- Required immediate joiner only or 15 days
- Proficiency in using CRM software, and MS Office (Excel, Word,

PowerPoint).

customer support, trainer or similar role, preferably in a blended
environment (handling both voice and non-voice interactions).

plus.
- Strong attention to detail and the ability to evaluate and assess
interactions critically.

**Education**:

- Bachelor's (required)

**Language**:

- English (required)

**Location**:

- Pune, Maharashtra (required)

Work Location: In person

Expected Start Date: 30/12/2024



  • Vidyavihar, Mumbai, Maharashtra, India Parag Milk Foods Pvt. Ltd Full time

    **Greetings from Parag Milk Foods,** **We are looking for a Quality Assurance Executive - Customer Support (experienced in Calls, Chats and E-mails),** **Location - Vidyavihar, Mumbai.** **Roles & Responsibilities: - ** - Conduct quality assurance reviews of customer support representatives' performance, providing feedback and coaching as needed to...


  • Vidyavihar, Mumbai, Maharashtra, India Parag Milk Foods Pvt. Ltd Full time

    **Greetings from Parag Milk Foods,** **We are looking for a Quality Assurance Executive - Customer Support (experienced in Calls, Chats, E-mails and & QC Tools),** **Location - Vidyavihar, Mumbai.** **Roles & Responsibilities: - ** - Conduct quality assurance reviews of customer support representatives' performance, providing feedback and coaching as...


  • Pune, India Vappco Full time

    **Job Title: Continuous Quality Assurance (CQA) Engineer** **Responsibilities**: **Quality Management**:Develop and implement quality control processes and procedures for automotive lighting manufacturing. Conduct routine inspections of raw materials, in-process components, and finished products to ensure compliance with quality standards. Collaborate with...


  • Mahalunge Padwal, Pune, Maharashtra, India Ayurved Rasayani Full time

    **Job Title**: Quality Assurance Executive **Company**: Ayurved Rasayani **Location**: 48/7, Mahalunge - Nande Road, Mahalunge, Tal-Mulshi, Pune-411057 **Job Type**: Full-time **Reports to**: Head of Quality Assurance **About Us**: Ayurved Rasayani is a leading provider of Ayurvedic products, committed to delivering high-quality natural health...

  • Quality Assurance

    7 days ago


    Pune, India Echelon Solutions Group Full time

    **Job Title**:Quality Assurance Analyst/ Consultant **Skills Needed: **STRONG** - You must have Experience of 5 to 7 years **in Quality Assurance**: - You must have ISO 9001:2015 implementation knowledge - Working Knowledge of CMMi - Knowledge of Managed Services and software development processes - Knowledge of project management processes - Experience in...


  • Pune, Maharashtra, India Uniglobe Consultant Services Full time

    **Dear Professionals,** We are looking for **Quality Assurance Executive** for Wagholi, Pune location - **Position **- Quality Assurance (Aerospace Industry) - **Required Experience **- 1 to 4 Years (Excluding Apprenticeship) - **Job Location - **Wagholi, Pune (work from office only) - **Salary-** Average 25K Per Month - **Notice Period** - Immediate to 30...


  • Pune, Maharashtra, India Uniglobe Consultant Services Full time

    **Dear Professionals,** We are looking for **Quality Assurance **with the experience from **Aerospace Industry, **for one of our leading client **Senwell Exports Pvt Ltd** - **Company Name **- Senwell Exports Pvt Ltd - **Company Profile**: is a dynamic and vibrant company specializing in the production and export of precision machining components for the...

  • Quality Assurance

    7 months ago


    Pune, Maharashtra, India Inducare Pharmaceutical & Research Foundation Full time

    Designation - Quality Assurance (QA) Industry - Pharmaceutical Experience - 3 - 4 Years Roles And Resposibilities - B.Sc. in Science, with analytical chemistry - Background in manufacturing and analytical techniques - 5 + years relevant experience in the regulated pharmaceutical industry, specifically including Quality Assurance/Quality Control and/or...

  • Quality Assurance

    7 months ago


    Chakan, Pune, Maharashtra, India DSRP Enterprises Full time

    **Responsibilities**: 1) Knowledge of various processes - SGI casting (20 to 1000 kgs), - Machining sequence/ Machine capability of CNC, VMC and HMC. - Cylindrical Grinding/ Honing capability - Springs manufacturing (cold and hot rolled), - Al Low Pressure Die casting, Al Extrusion, Plastic Moulding, Rubber moulding, - Welding of Carbon Steel and SS - Arc...


  • Kharadi, Pune, Maharashtra, India Dr Geetanjali's Health Care Center Private Limited Full time

    Assist in the development and implementation of quality policies and procedures Conduct regular audits to ensure compliance with GCP, GLP, Applicable regulatory requirements and standard operating procedures and assure quality for the same Collaborate with cross-functional teams to identify areas for process improvement and efficiency in quality...


  • Mumbai, Maharashtra, India Assurant Full time

    Partner with functional teams, such as Sales, Account Management, Compliance and IT, to attain proficient knowledge around clients, products and processes. - Selects and performs end-to-end evaluations for completed claim and service events for all members of the Operations team. - Leverages program and process documentation, such as operational procedures...


  • Kharadi, Pune, Maharashtra, India Dr Geetanjali's Health Care Center Private Limited Full time

    Should be knowledgeable for pathology lab Quality control work processes including NABL 112 and ISO 15189:2012/2022. CAP knowledge would be an immediate hire! Assist in the development and implementation of quality policies and procedures Conduct regular audits to ensure compliance with GCP, GLP, Applicable regulatory requirements and standard operating...


  • Pune, Maharashtra, India DINGG Full time

    **Customer Support Executive Responsibilities**: - Overseeing the customer service process. - Resolving customer complaints brought to your attention. - Creating policies and procedures. - Planning the training and standardization of service delivery. - Selecting and hiring new staff. - Monitoring the work of individual representatives. - Conducting quality...


  • Chakan, Pune, Maharashtra, India Wirecom Full time

    A repute auto parts manufacturing company located at Pune chakan is looking for a senior Quality and NPD manager Qualification : Diploma mechanical engineer or BE mechanical Experience : min 3-5 years in manufacturing industry. Person worked with spring manufacturing company will be given 1st preference. worked to IATF certified company is must. Job...


  • Pune, India Western Union Full time

    **Associate, Quality Assurance - Pune, India** Are you excited by the opportunity of using your knowledge of testing to lead a team to success? Would you like to be a part of great work happening in Western Union to reimagine the customer experience enabling the vision of making the cross-currency, cross-border money movement seamless for our customers?...


  • Chinchwad, Pune, Maharashtra, India 3D Future Technologies Pvt Ltd Full time

    **1. JOB DETAILS**: **Position Title**:Quality Assurance Executive **Company/Location**:3D Future Technologies Pvt. Ltd. Inside Ador Powertron Limited Premises, Flash House Akurdi Near Khandoba Mandir, Pune-411018, India. **Reports to** Head Production **2. OVERVIEW OF COMPANY**: A start-up from Ador Group in the field of 3D Printing (3D Printed...


  • Pune, Maharashtra, India DINGG Full time

    **Customer Support Executive Responsibilities**: - Overseeing the customer service process. - Resolving customer complaints brought to your attention. - Creating policies and procedures. - Planning the training and standardization of service delivery. - Selecting and hiring new staff. - Monitoring the work of individual representatives. - Conducting quality...


  • Hinjawadi, Pune, Maharashtra, India IB AUTOMATION ENGINEERING PROJECTS PVT LTD Full time

    In this Role, Your Responsibilities Will Be: - Facilitate ISO9001:2015 related activities like quality management certification/surveillance audits, awareness programs, process improvement, etc. - Provide quality relevant input to quality manager on QA/QC matters highlighted by Client and to sales & tendering process. - Actively contribute to...


  • Pune, Maharashtra, India Durocrete Engineering Services Full time

    **Durocrete Engineering Services is a leading name in the field of construction material testing, Geo-Engineering and third party structural audit PAN India having more than 300 tests under its NABL scope (under ISO 17025) with branches in Pune, Mumbai and Nasik fully equipped with top-notch equipment to ensure maximum reliability and accuracy of test...


  • Pune, Maharashtra, India Barclays Full time

    Job Title : Compliance Assurance Review Team Support Location: Pune About Barclays Barclays is a British universal bank. We are diversified by business, by different types of customers and clients, and by geography. Our businesses include consumer banking and payments operations around the world, as well as a top-tier, full service, global corporate and...