Quality Assurance Executive

About the role

The Quality Assurance Executive will monitor and assess customer interactions to ensure they meet established quality benchmarks. This role translates evaluation data into actionable insights, supporting data‑driven decisions that improve the overall customer experience.

Key responsibilities

• Monitor and evaluate customer interactions against quality standards.
• Analyze evaluation data to identify trends and recommend improvements.
• Collaborate with cross‑functional teams to develop training programs and streamline processes.
• Identify process gaps, suggest enhancements, and contribute to efficient workflows.
• Provide constructive feedback to agents to foster skill development.
• Ensure compliance with policies, regulations, and service standards.
• Work with Customer Experience teams to pinpoint pain points and enhance satisfaction and loyalty.

Required profile

• Bachelor's degree.
• Minimum 3 years of experience in Customer Services Quality Assurance.
• Strong intellectual, written and verbal communication abilities.
• Leadership capability and ability to work independently.
• Project and strategic management experience.
• Effective decision‑making and time‑management skills.

Required skills

• Database Management