QA Executive

About the role

Nysonian is seeking a detail‑oriented QA Executive to evaluate and improve the quality of customer service interactions, sales performance data, and customer feedback. The role blends analytical insight with cross‑functional collaboration to boost customer experience and operational efficiency.

Key responsibilities

• Conduct quality evaluations of calls, chats, emails, and social media interactions to ensure compliance with service standards.
• Monitor sales and support team performance against KPIs, scripts, workflows, and company guidelines.
• Analyze sales data, customer feedback, reviews, and survey responses to identify trends, conversion gaps, and pain points.
• Maintain accurate QA scorecards, dashboards, and reporting documentation with actionable insights.
• Provide structured feedback, coaching recommendations, and performance observations to drive continuous improvement.
• Collaborate with customer support, sales, operations, and training teams to enhance service quality.
• Assist in developing and refining QA frameworks, SOPs, evaluation criteria, and best practices.

Required profile

• Bachelor’s degree in Business, Communications, Data Analytics, or a related field (preferred).
• Proven experience in Quality Assurance, Customer Service Analysis, Sales Operations, or similar performance‑focused roles.
• Strong analytical, problem‑solving, and critical‑thinking abilities.
• Hands‑on experience with CRM systems, customer support platforms, QA tools, and reporting dashboards.
• Excellent written and verbal communication with high attention to detail.

Required skills

• Excel
• Google Sheets
• CRM systems
• QA tools
• Reporting dashboards
• Data analysis tools