: Quality Assurance (QA) Lead – Chat Support

Job Title: Quality Assurance (QA) Lead – Chat Support

Location: Panchkula

Experience: 5+ Years

Employment Type: Full-Time

Shift: Night Shift (US Shift)

About the Role

We are looking for an experienced Quality Assurance (QA) Lead – Chat Support to oversee and enhance the quality of customer interactions within our chat support operations. The ideal candidate will drive quality initiatives, ensure compliance with client standards, coach team members, and collaborate with cross-functional teams to deliver an exceptional customer experience.

Key Responsibilities

- Monitor and evaluate customer chat interactions to ensure adherence to quality standards and client expectations.
- Conduct quality audits and evaluate agent performance using predefined quality scorecards.
- Provide structured feedback, coaching, and mentoring to improve agent performance and customer satisfaction.
- Identify quality gaps, recurring issues, and process improvement opportunities through detailed analysis.
- Conduct calibration sessions with Operations and Training teams to maintain scoring consistency.
- Prepare daily, weekly, and monthly quality reports, dashboards, and performance insights.
- Perform Root Cause Analysis (RCA) and recommend corrective and preventive actions.
- Ensure compliance with client guidelines, SOPs, SLAs, and internal quality standards.
- Support new hire onboarding, refresher training, and continuous quality improvement initiatives.




- Collaborate with Operations, Training, and Workforce Management teams to drive operational excellence.
- Monitor key performance metrics such as QA Scores, CSAT, FCR, AHT, and Compliance.
- Participate in internal and client quality reviews and audits.

Required Qualifications
- Bachelor's degree in any discipline.
- 5+ years of experience in Quality Assurance within a BPO/Customer Support/Chat Support environment.
- Hands-on experience in chat quality monitoring, quality audits, coaching, and calibration sessions.
- Strong understanding of customer service quality frameworks, SOPs, SLAs, and compliance standards.
- Excellent analytical, reporting, and problem-solving skills.
- Proficiency in MS Excel, MS Office, and quality reporting tools.
- Strong communication and stakeholder management skills.
- Ability to work effectively in a fast-paced, target-driven environment.

Preferred Skills
- Experience in international customer support processes.
- Knowledge of quality metrics including CSAT, QA Score, FCR, and AHT.
- Experience in preparing quality dashboards and performance reports.
- Leadership experience in mentoring or leading Quality Analysts.
- Immediate joiners are preferred.

Why Join Us?
- Chance to work with a dynamic and collaborative team.
- Career growth and leadership opportunities.
- Exposure to global customer support operations.
- Performance-driven and learning-focused work environment.

📌 Senior Quality Assurance Specialist (Panchkula)
🏢 TGS The Global Skills
📍 Panchkula