_Customer Success
- QA Analyst_

Do you have a keen eye for detail and a passion for ensuring exceptional customer experiences? Are you excited about the opportunity to play a key role in the success of our customer success team? If so, then this Customer Success QA Analyst role is for you About the Role: In this role, you will be responsible for auditing customer interactions handled by our customer success team. This includes reviewing calls and support tickets to ensure our team is delivering high-quality service that meets and exceeds customer expectations. As a QA, you will play a critical role in shaping team performance, refining processes, and ensuring our support function scales with quality and consistency.

Headquarters: Manhattan, Recent York
Location: Thane, Mumbai.
Designation: Quality Assurance
Experience: 3 Years and above

Responsibilities:
-Evaluate interactions based on defined quality parameters and scorecards
-Identify trends, recurring errors, and performance gaps across the team
-Share structured and actionable feedback with agents and Team Leads




-Conduct or support coaching sessions, calibrations, and quality discussions
-Generate QA reports, dashboards, and insights for leadership review
-Collaborate with Ops and Training teams to improve agent performance
-Drive process improvements and contribute to SOP updates
-Refine and optimize QA frameworks, scorecards, and audit processes
-Ensure alignment of quality standards with overall business goals

Qualifications:
-1-3+ years of experience in Quality Analysis (preferably in Customer Support)
-Hands-on experience in auditing tickets/interactions across multiple channels
-Strong understanding of QA frameworks, scorecards, and evaluation metrics
-Experience in providing feedback, coaching, or working with agents/TLs
-Familiarity with tools like Google Sheets/Excel, CRM tools (Zoho, Zendesk, Freshdesk, Salesforce, etc.)
-Basic data analysis skills (reporting, trends, pivots, dashboards)
-Excellent co

📌 Customer Success- QA Analyst (Thane)
🏢 Houzeo
📍 Thane