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. The role focuses on monitoring agent interactions, ensuring compliance with client standards, and driving continuous improvement across the support operation.

Key responsibilities

• Monitor and evaluate chat interactions to verify adherence to quality standards and client requirements.
• Identify performance gaps and deliver actionable feedback to agents and team leads.
• Conduct regular audits and maintain accurate QA reports and scorecards.
• Share trend analysis, recurring issues, and recommendations for process improvements.
• Participate in calibration sessions with operations and training teams.
• Ensure compliance with SOPs, customer handling standards, and regulatory policies.
• Support coaching sessions and quality‑improvement initiatives.

Required profile

• Bachelor’s degree preferred.
• Minimum 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.
• Ability to work rotational or night shifts.

Required skills

• Proficiency in Microsoft Excel.
• Proficiency in Microsoft PowerPoint.