Quality Assurance Executive

About the role

The Quality Assurance Executive monitors and evaluates customer interactions to ensure they meet established quality standards. By turning evaluation data into actionable insights, the role supports continuous improvement of the customer experience.

Key responsibilities

• Monitor and assess customer interactions against quality benchmarks.
• Analyze evaluation data to provide data‑driven recommendations.
• Collaborate with cross‑functional teams to design training programs and streamline processes.
• Identify process gaps, suggest enhancements, and help implement 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 improve customer journeys.

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 management, strategic management and decision‑making skills.
• Effective time‑management and database management experience.

Required skills

What we offer

• Opportunity to influence service quality across a large customer‑facing operation.
• Collaboration with diverse teams to drive impactful improvements.