Job Description: Quality Analyst (QA) Specialist Customer Service Operations

Position Overview

We are looking for an experienced Quality Assurance (QA) Specialist to support customer service operations by ensuring quality standards across voice and digital support channels. The ideal candidate will have strong experience in quality monitoring, call/chat auditing, root cause analysis, and process improvement within a customer service or international contact center environment.

The role will focus on evaluating customer interactions, identifying performance gaps, providing structured feedback, preparing quality reports, and collaborating with Operations teams to drive continuous improvement.

Key Responsibilities

Conduct quality monitoring and audits for customer interactions across voice calls and WhatsApp/chat support channels.

Evaluate CSR performance against defined quality parameters, compliance requirements, and customer experience standards.

Perform Root Cause Analysis (RCA) to identify recurring issues and recommend corrective and preventive actions.

Identify process gaps, performance improvement areas, and training opportunities through detailed quality assessments.

Provide structured and actionable feedback to CSRs, Team Leaders, and Operations teams.

Prepare and maintain QA reports, audit findings, quality scores, performance trends, and improvement insights.

Analyze quality data to identify patterns and recommend operational improvements.

Support the implementation and optimization of AI-based quality monitoring tools and automated auditing processes.





Work closely with Team Leaders and Operations Management to improve service quality and customer experience.

Ensure consistent application of QA guidelines, evaluation frameworks, and quality standards.

Required Skills & Experience

Minimum 5 years of relevant QA experience, preferably in an international call center/contact center or similar customer service environment.

Strong understanding of quality monitoring frameworks, call auditing, and chat evaluation processes.

Hands-on experience in Root Cause Analysis (RCA) and corrective action planning.

Ability to identify operational gaps and provide structured, data-driven feedback.

Experience supporting both voice-based CSR operations and digital channels such as WhatsApp/chat processes.

Robust analytical skills with the ability to prepare QA reports, dashboards, trend analysis, and actionable insights.

Familiarity with AI-based monitoring tools and automated quality assessment processes.

Excellent communication, coordination, and stakeholder management skills.

Ability to collaborate effectively with Team Leaders, Operations Managers, and cross-functional teams.

Preferred Qualifications

Experience working in a global customer support environment.

Knowledge of customer experience metrics, quality frameworks, and continuous improvement methodologies.

Exposure to digital customer engagement platforms and AI-enabled QA solutions.

Key Competencies

Quality-focused mindset

Analytical and problem-solving ability

Attention to detail

Strong communication skills

Process improvement orientation

Ability to work collaboratively with operations teams

📌 Quality Analyst (New Delhi)
🏢 Rhysley
📍 New Delhi