Quality Analyst

Job Responsibilities:

• Conduct regular audits of customer interactions, support tickets, and service requests.
• Identify process gaps, customer pain points, and agent performance trends.
• Collaborate with Ops Managers and Team Leads to share actionable feedback and drive improvements.
• Monitor service KPIs like TAT, FCR, Repeat and CSAT, and contribute to service quality initiatives.
• Help enhance our QA framework, audit sheets, and reporting mechanisms.
• Support training needs through data-driven insights and trend reports.

Required Skills

• Strong understanding of cloud hosting operations, remote desktop environments, and customer support workflows.
• Excellent analytical, observation, and communication skills.
• Experience with audit tools, CRM/ticketing platforms (Zoho Desk).
• Proactive attitude and a keen eye for process improvement.