Quality Assurance Executive

About the role

We are seeking a detail‑oriented Quality Assurance Executive to join our QA team supporting a US‑based chat support campaign. You will play a key role in maintaining high service standards and ensuring agents deliver consistent, quality interactions.

Key responsibilities

• Monitor and evaluate live chat interactions for compliance with client quality standards and SOPs.
• Identify performance gaps and deliver actionable feedback to agents and team leads.
• Conduct regular audits, maintain accurate QA reports and scorecards.
• Analyze trends, highlight recurring issues, and propose process improvements.
• Participate in calibration sessions with operations and training teams.
• Support coaching sessions and quality‑improvement initiatives.

Required profile

• Bachelor’s degree preferred.
• 1–2 years of QA experience in a BPO environment.
• Experience with US/EU chat support campaigns is highly preferred.
• Strong written and verbal English communication skills.
• Good analytical and reporting abilities.
• Proficiency in MS Excel and PowerPoint.
• Willingness to work rotational or night shifts.

Required skills

• Microsoft Excel
• Microsoft PowerPoint