Quality Assurance Executive

About the role

The Quality Assurance Executive will oversee customer interactions to ensure they meet established quality standards. This role translates data insights into actionable improvements that elevate the overall customer experience.

Key responsibilities

• Monitor and assess customer interactions against quality benchmarks.
• Analyze evaluation data to generate insights for data‑driven decision making.
• Collaborate with cross‑functional teams to design training programs and streamline processes.
• Identify process gaps, propose enhancements, and support efficient workflow implementation.
• 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 organizational skills.

Required skills

• Database Management

What we offer

• Opportunity to influence service quality across a dynamic customer‑focused organization.
• Collaborative environment with cross‑departmental exposure.
• Professional growth through continuous learning and development initiatives.