About the Role:We are currently looking for a Customer Service QA Specialist to strengthen our quality framework, improve customer satisfaction, and build a scalable, AI-enabled QA function.This role is focused on elevating customer experience by improving CSAT, quality, comprehension, and turnaround times (TAT) while embedding a data-driven and AI-assisted quality culture.The ideal candidate will play a critical role in identifying performance gaps, coaching teams, implementing structured QA processes, and driving measurable improvements across all customer touchpoints.Key Responsibilities:1. Quality Monitoring & Audit Management- Design and execute a structured QA audit framework across:- Email- Live Chat- Text Messaging- Conduct audits on:- Daily samples- Weekly trend reviews- Monthly performance evaluations- Evaluate interactions using calibrated scorecards- Maintain defensible audit logs and documentation for review and governance purposes- Ensure audit consistency and traceability2. Root Cause Analysis & Performance Diagnosis- Identify the underlying drivers of:- Low CSAT- DSAT trends- Comprehension errors- SLA breaches- TAT slippages- Perform data-backed root cause analysis- Translate audit findings into prioritized action plans- Present examples, trends, and recommended fixes to leadership3. Coaching, Feedback & Capability DevelopmentDeliver structured coaching interventions including:Individual Coaching- One-on-one feedback sessions- Performance correction plans- Skill progression trackingTeam Coaching- Group refresher sessions- Targeted quality improvement workshops- Skill clinics focused on:- Written communication- Grammar and punctuation- Customer empathy- Tone calibration- Product understanding- Policy adherenceBuild and track development plans for underperforming agents.4. Calibration Management- Conduct weekly internal calibration sessions- Participate in stakeholder calibration reviews- Ensure scoring consistency across:- QA- Team Leads- Operations stakeholders- Maintain scoring variance within agreed tolerance thresholds5. AI Enablement & Workflow OptimizationIdentify, pilot, and scale AI-assisted use cases across customer support operations, including:- Response drafting- Grammar and tone optimization- Conversation summarization- Sentiment detection- Knowledge retrieval assistanceResponsibilities include:- Prompt design- Workflow guardrails- Review checkpoints- Risk mitigation controls- Adoption measurementThe goal is to ensure AI improves quality and efficiency without introducing operational risk.6.



Process Ownership & SOP GovernanceOwn and continuously optimize:- QA Standard Operating Procedures (SOPs)- Quality scorecards- Rebuttal and escalation processes- Coaching frameworks- Documentation repositoriesEnsure all documentation remains:- Version-controlled- Audit-ready- Operationally relevant7. Reporting, Analytics & GovernancePublish structured dashboards on:- CSAT trends- Quality scores- Defect categories- Coaching coverage- TAT performance- Calibration adherence- AI adoption metricsReporting cadence:- Daily operational summaries- Weekly performance reviews- Monthly governance dashboardsPresent findings during:- Business reviews- Internal operational reviews- Leadership governance discussions8. Hiring & Training EnablementPartner with recruitment and training teams to strengthen hiring and onboarding quality by:- Refining assessment criteria- Enhancing hiring filters- Improving onboarding content- Defining certification gatesObjective: Accelerate ramp-up quality for new hires.9. Compliance, Risk & Quality Governance- Identify policy breaches- Flag data handling concerns- Detect brand voice inconsistencies- Escalate operational risks- Drive corrective actions with:- Operations- HR- Relevant internal stakeholdersPreferred Qualifications:Experience- Minimum 3 years of dedicated Quality Assurance experience- Experience within:- Contact Centers- BPO environments- Majority of experience must be in non-voice support channels, including:- Email- Chat- Messaging supportCustomer Support Domain ExpertiseProven experience supporting US-based customers, preferably within:- E-commerce- Retail- Automotive- Comparable consumer-facing industriesPerformance Improvement Track RecordDemonstrated success in improving:- CSAT- Internal Quality Scores- TAT adherence- Operational consistencyCandidates should be able to provide metric-driven examples.Communication SkillsStrong written English proficiency with expertise in:- Grammar- Punctuation- Qualified tone- Written clarity- Coaching written communication standardsTechnical & Platform ExpertiseHands-on experience with:CRM / Ticketing Platforms- Gladly- Salesforce- Zendesk- Freshdesk- Kustomer- Equivalent toolsAI / Generative AI ExperiencePractical experience applying AI tools in customer support environments, including:- Prompt engineering- Response assistance- Quality validation- AI workflow safeguardsEducationBachelor's Degree in any disciplinePreferred certifications:- COPC- Six Sigma (Yellow / Green Belt)- LeanWork Style ExpectationsWillingness to undertake extensive hands-on QA responsibilities, including high-volume audits during the stabilization phase.Preferred AttributesWe strongly prefer candidates with experience in:QA Function Development- Building QA frameworks from scratch- Turning around underperforming service teamsMetrics ExpertiseStrong familiarity with:- CSAT- DSAT- NPS- FCR- AHT- TAT frameworksIndependent OwnershipAbility to:- Work autonomously- Influence without direct authority- Drive accountability cross-functionallyAnalytical CapabilityStrong working knowledge of:- Excel / Google Sheets- Dashboard analysis tools such as:- Power BI- Tableau- LookerKey Performance Indicators (KPIs)Success in this role will be measured by:Customer Experience- CSAT exceeding client-defined benchmarks within agreed timelines- Sustained improvement thereafterQuality- Internal quality scores consistently above benchmarkOperational Efficiency- TAT compliance within SLA across all support channelsCalibration Accuracy- Scoring variance within agreed toleranceAI Adoption- Defined adoption targets achieved- Measurable gains in quality and productivityCoaching Effectiveness- 100% coaching coverage for below-threshold agentsWork Arrangements:On-site opportunity, Virar or Matunga office in MumbaiEST working hours required (9:00 AM - 5:00 PM EST)Full-time opportunityBenefits:- Flexible Working Style- Diversity and Inclusion- Learn And Grow- Balanced Working Life- Flexible work hours- Health InsuranceIf you're a quality-driven customer service leader with strong analytical capability, operational ownership, and hands-on AI enablement experience, we'd love to hear from you.Equal Opportunities Statement:HNR Tech is deeply committed to creating a workplace and global community where inclusion is not only valued but prioritized. We're proud to be an equal-opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, family status, marital status, sexual orientation, national origin, genetics, neurodiversity, disability, age, or any other non-merit-based or legally protected grounds.IndustryIT Services and Consulting

📌 Customer Service Quality Assurance (Qa) Specialist- Chat (Maharashtra)
🏢 HNR Tech
📍 Maharashtra