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 traceability
2. 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 leadership
Team Coaching
- Group refresher sessions
- Targeted quality improvement workshops
- Skill clinics focused on:
- Written communication
- Grammar and punctuation
- Customer empathy
- Tone calibration
- Product understanding
- Policy adherence
Build and track development plans for underperforming agents.