Job Description

Role Overview:The Customer Service Quality Assurance (QA) Lead will own the quality framework for customer interactions across channels (calls, email, chat, social, in-app).- The role is responsible for designing QA standards, analysing performance, and partnering with operations & product teams to improve service quality, compliance, and customer satisfaction.Key Responsibilities:- Design, own, and continuously refine the quality framework, scorecards, and evaluation forms for all customer service channels.- Monitor volumes, review evaluations, calibrate scoring, and ensure consistency in assessments.- Monitor live/recorded interactions (calls, chats, emails, tickets) to assess adherence to processes, soft skills, compliance, and resolution quality.- Analyse QA data, identify trends and root causes, and recommend actionable improvements in scripts, processes, training, and tools.- Run regular calibration sessions with team members to align on quality standards and scoring.- Provide structured feedback and coaching inputs for members to improve agent performance; partner closely with Training/L&D.- Track and report key quality metrics (QA scores, error rates, compliance breaches, call handling quality, mis-selling flags, etc.) to leadership.- Conduct targeted audits for high- risk areas (refunds, escalations, regulatory-sensitive processes) and ensure corrective and preventive actionsare implemented.- Collaborate with Operations, Product teams to design and roll out SOPs, knowledge base improvements, and customer experience enhancements.- Champion a culture of quality and customer-centricity.Requirements :- Bachelor's degree in any discipline; specialization in Business, Operations, or related field is a plus.- 5+ years of experience in customer service / contact centre environments, with at least 1-2 years in QA or QA lead/senior analyst roles.- Proven ability to analyse large volumes of interaction data, derive insights, perform root cause analysis, and present clear recommendations.- Excellent communication and feedback skills; able to challenge and influence stakeholders while maintaining strong relationships.- Experience designing scorecards, SOPs, and running calibration, coaching, and continuous improvement programs. (ref:updazz.com)

Skills Required