Quality Assurance (QA) Lead – Chat Support
Location: Panchkula
Experience: 5+ Years
Employment Type: Full-Time
Shift: Night Shift (US Shift)
About the Role
We are seeking an experienced Quality Assurance (QA) Lead – Chat Support to drive quality excellence within our customer support operations. The ideal candidate will be responsible for monitoring agent performance, conducting quality audits, delivering coaching sessions, ensuring compliance with quality standards, and collaborating with cross-functional teams to enhance customer experience.
Key Responsibilities
- Monitor and evaluate customer chat interactions to ensure adherence to quality standards and client expectations.
- Conduct quality audits and score agent performance based on defined quality parameters.
- Provide timely feedback, coaching, and action plans to improve agent performance.
- Identify quality gaps, recurring trends, and process improvement opportunities through detailed analysis.
- Conduct calibration sessions with Operations and Training teams to ensure scoring consistency.
- Prepare daily, weekly, and monthly quality reports with actionable insights.
- Perform root cause analysis (RCA) and recommend corrective and preventive actions.
- Ensure compliance with client guidelines, SOPs, SLAs, and internal quality benchmarks.
- Support new hire training, refresher sessions, and quality initiatives.
- Collaborate with Operations, Training, and Workforce Management teams to improve overall service quality.
- Track key quality metrics and drive continuous improvement initiatives.
Required Skills & Qualifications
- Bachelor's degree in any discipline.
- 5+ years of experience in Quality Assurance within a BPO/Customer Support/Chat Support environment.
- Strong experience in quality audits, coaching, calibration, and performance management.
- Excellent analytical and problem-solving skills with experience in RCA.
- Strong communication and stakeholder management skills.
- Proficiency in MS Excel, MS Office, and reporting tools.
- Ability to work independently in a fast-paced environment.
- Strong understanding of customer experience, quality frameworks, and compliance standards.
Preferred Skills
- Experience in Chat Support quality processes.
- Knowledge of CSAT, QA Scorecards, SOPs, SLAs, and KPI management.
- Experience handling quality improvement projects and process optimization.
- Leadership experience in mentoring or leading a team of Quality Analysts is an added advantage.
Why Join Us?
- Opportunity to lead quality initiatives in a dynamic work environment.
- Collaborative and growth-oriented culture.
- Career advancement opportunities.
- Exposure to global client operations.
Pay: ₹200,000.00 - ₹300,000.00 per year
Work Location: In person
