QA - Customer Support

Job description

Job Responsibilities:

• Monitor and evaluate chats, and emails 100+ in a day to ensure quality
standards are met.

• Identify areas of improvement and provide actionable feedback to agents.

• Prepare and share weekly/monthly quality reports

• Collaborate with training and operations teams to implement process
improvements.

• Conduct calibration sessions, quality session, Dip check, TNI, BQM, CSAT &
DSAT Analysis to ensure consistency in evaluations.

• Assist in updating quality guidelines and audit forms based on business needs. 

Skills & Requirements:

• 1–3 years of experience in a QA role, preferably in a fintech, banking
environment.

• Strong analytical and communication skills, Fluent in Hindi and English is must

• Candidates must graduate with any Stream

• Attention to detail and a proactive...