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
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