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:
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
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
Coaching, Feedback & Capability Development
Deliver structured coaching interventions including:
Individual Coaching
One-on-one feedback sessions
Performance correction plans
Skill progression tracking
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.
Calibration Management
Conduct weekly internal calibration sessions
Participate in stakeholder calibration reviews
Ensure scor