Customer Success- QA Analyst
Do you have a keen eye for detail and a passion for ensuring exceptional customer experiences? Are you excited about the opportunity to play a key role in the success of our customer success team? If so, then this Customer Success QA Analyst role is for you! About the Role: In this role, you will be responsible for auditing customer interactions handled by our customer success team. This includes reviewing calls and support tickets to ensure our team is delivering high-quality service that meets and exceeds customer expectations. As a QA, you will play a critical role in shaping team performance, refining processes, and ensuring our support function scales with quality and consistency.
Website: https://www.houzeo.com
Headquarters: Manhattan, New York
Location: Thane, Mumbai.
Designation: Quality Assurance
Experience: 3 Years and above
Responsibilities:
● Conduct daily audits across customer support channels (calls, chats, emails)
● Evaluate interactions based on defined quality parameters and scorecards
● Identify trends, recurring errors, and performance gaps across the team
● Share structured and actionable feedback with agents and Team Leads
● Conduct or support coaching sessions, calibrations, and quality discussions
● Generate QA reports, dashboards, and insights for leadership review
● Collaborate with Ops and Training teams to improve agent performance
● Drive process improvements and contribute to SOP updates
● Refine and optimize QA frameworks, scorecards, and audit processes
● Ensure alignment of quality standards with overall business goals
Qualifications:
● 1–3+ years of experience in Quality Analysis (preferably in Customer Support)
● Hands-on experience in auditing tickets/interactions across multiple channels
● Strong understanding of QA frameworks, scorecards, and evaluation metrics
● Experience in providing feedback, coaching, or working with agents/TLs
● Familiarity with tools like Google Sheets/Excel, CRM tools (Zoho, Zendesk, Freshdesk, Salesforce, etc.)
● Basic data analysis skills (reporting, trends, pivots, dashboards)
● Excellent communication skills (clear, structured, and confident English)
● Strong analytical thinking and problem-solving ability
● Self-driven mindset with a focus on ownership and continuous improvement
Benefits:
● Opportunity to own and shape the QA function, not just execute it
● High visibility role with direct impact on team performance and customer experience
● Exposure to cross-functional collaboration (Ops, Training, Product)
● Fast-paced environment that encourages learning, ownership, and growth
● Work on improving real business metrics, not just internal scores
● Career growth into roles like Quality Lead / Ops Excellence / Training
If you are excited about the opportunity to play a key role in helping our team deliver exceptional service,
we encourage you to apply!
Interested candidates can share their reusme at [email protected]
Job Types: Full-time, Permanent
Pay: ₹300,000.00 - ₹600,000.00 per year
Benefits:
- Paid sick time
- Provident Fund
Application Question(s):
- what is your current CTC?
- What is your expected CTC?
- Will you be open for US Process?
- Are you comfortable with the Thane Wagle estate?
Work Location: In person
