QA Executive – Customer Service & Sales Quality Analyst

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. You will work across calls, chats, emails and social media to ensure compliance with standards and drive actionable insights.

Key responsibilities

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

Required profile

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

Required skills

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