_**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 chance 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, New 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 communication skills (clear, structured, and confident English) -Strong analytical thinking and problem-solving ability -Self-driven mindset with a focus on ownership and continuous improvement

Benefits : -Opportunity to own and shape the QA function, not just execute it -High visibility role with direct impact on team performance and customer experience -Exposure to cross-functional collaboration (Ops, Training, Product) -Fast-paced environment that encourages learning, ownership, and growth -Work on improving real business metrics, not just internal scores -Career growth into roles like Quality Lead / Ops Excellence / Training

If you are excited about the opportunity to play a key role in helping our team deliver exceptional service, we encourage you to apply!

Job Types : Full-time, Permanent

Pay: ₹300,000.00 - ₹600,000.00 per year

Benefits :

- Paid sick time
- Provident Fund

Application Question(s):

- what is your current CTC?
- What is your expected CTC?
- Will you be open for US Process?
- Are you comfortable with the Thane Wagle estate?

Work Location: In person

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