Quality Assurance (QA) Lead – Chat Support
Location: Panchkula (Work from Office)
Experience: 2–5 Years
Employment Type: Full-Time
About the Role
We are hiring a Quality Assurance (QA) Lead – Chat Support to join our team in Panchkula. The ideal candidate will be responsible for monitoring chat quality, conducting audits, coaching agents, and driving continuous process improvements to ensure exceptional customer experience and operational excellence.
Key Responsibilities
- Monitor and evaluate chat interactions to ensure quality standards are consistently met.
- Conduct quality audits and score agent performance against defined quality parameters.
- Provide regular feedback and coaching to improve agent performance.
- Identify process gaps and recommend improvements to enhance service quality.
- Conduct calibration sessions with Operations and Training teams to ensure scoring consistency.
- Prepare quality reports, analyze performance trends, and share actionable insights.
- Ensure compliance with client guidelines, SOPs, quality standards, and internal policies.
- Collaborate with cross-functional teams to improve customer satisfaction and operational efficiency.
- Drive continuous improvement initiatives to achieve quality objectives.
Required Qualifications
- 2–5 years of experience in Quality Assurance within a Chat Support/BPO/Customer Support environment.
- Strong knowledge of quality monitoring, audits, and performance evaluation.
- Excellent analytical, coaching, and communication skills.
- Proficiency in MS Excel and reporting tools.
- Ability to analyze trends and recommend process improvements.
- Experience in conducting calibration sessions and quality reviews.
Preferred Skills
- Experience with international chat support processes.
- Knowledge of quality frameworks such as COPC or Six Sigma is an added advantage.
Why Join Us?
- Growth-oriented work environment.
- Opportunity to work with a collaborative and supportive team.
- Career development and learning opportunities.
- Performance-driven culture with recognition and rewards.
Job Details
- Location: Panchkula
- Work Mode: Work from Office
- Experience: 2–5 Years
- Employment Type: Full-Time
Apply Now!
If you're passionate about quality assurance and improving customer experience, we'd love to hear from you.
Apply today with your updated resume!
Pay: ₹20,000.00 - ₹25,000.00 per month
Work Location: In person
