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Quality Assurance (QA) Analyst – VEHO Delivery Command Center
Programming.com —Panchkula, Haryana
- ₹2,60,000 - ₹3,00,000 a year
- Weekend availability
- Microsoft Excel
- Salesforce
- Analysis skills
- Flexible schedule
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Quality Assurance (QA) Analyst – VEHO Delivery Command Center
Programming.com —Panchkula, Haryana
1–3 years of experience in Quality Assurance, Customer Support Quality, or Operations Quality. Comfortable working in a high-volume, fast-paced delivery…
₹2,60,000 - ₹3,00,000 a year
Quick apply
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Quality Assurance (QA) Analyst – VEHO Delivery Command Center

Programming.com -
Panchkula, Haryana

Quick apply

Job details

Full-time
₹2,60,000 - ₹3,00,000 a year
1 day ago

Benefits

Flexible schedule

Qualifications

Power BI
Microsoft Excel
Salesforce
Logistics
Tableau
Analysis skills
Quality assurance
Bachelor's degree
Zendesk
Customer support
Data visualization

Full job description

We are seeking a detail-oriented and analytical QA Analyst to join the VEHO Delivery Command Center team. The ideal candidate will be responsible for monitoring, evaluating, and improving the quality of customer interactions, operational processes, and delivery support activities. This role ensures adherence to company standards, identifies performance gaps, and provides actionable feedback to enhance service quality and operational efficiency.

Key Responsibilities

Conduct quality audits of delivery support interactions, including calls, chats, emails, and tickets.
Evaluate agent performance against predefined quality standards and operational KPIs.
Monitor adherence to VEHO processes, policies, and customer experience guidelines.
Identify trends, recurring issues, and process gaps affecting delivery operations.
Provide constructive feedback and coaching recommendations to team members and supervisors.
Prepare quality reports, scorecards, and performance dashboards.
Collaborate with Operations, Training, and Team Leads to implement quality improvement initiatives.
Participate in calibration sessions to ensure consistent evaluation standards.
Track corrective actions and follow up on quality improvement plans.
Support root cause analysis for customer complaints, escalations, and delivery exceptions.
Recommend process enhancements to improve efficiency, accuracy, and customer satisfaction.
Maintain documentation of quality standards, audit findings, and best practices.

Required Qualifications

Bachelor's degree or equivalent work experience.
1–3 years of experience in Quality Assurance, Customer Support Quality, or Operations Quality.
Experience in logistics, delivery operations, transportation, or command center environments preferred.
Strong analytical and problem-solving skills.
Proficiency in Microsoft Excel, Google Sheets, and reporting tool
Experience with ticketing and CRM platforms such as Zendesk, Salesforce, or similar tools.
Knowledge of quality frameworks, auditing methodologies, and performance metrics.
Experience working in fast-paced delivery, logistics, or last-mile operations environments.
Familiarity with data visualization tools such as Power BI, Tableau, or Looker.

Key Performance Indicators (KPIs)

Quality Audit Accuracy
Customer Satisfaction (CSAT) Impact
Escalation Reduction Rate
Error Detection & Reporting Accuracy
Improvement Plan Effectiveness

Skills Required

Quality Monitoring & Auditing
Root Cause Analysis
Performance Evaluation
Data Analysis & Reporting
Coaching & Feedback Delivery
Attention to Detail

Working Conditions

Ability to work in night shift, including weekends if required.
Comfortable working in a high-volume, fast-paced delivery operations environment.
Strong ability to manage multiple priorities while maintaining quality standards.

This role plays a critical part in ensuring exceptional delivery support quality and a seamless customer experience across VEHO's Delivery Command Center operations.

Pay: ₹260,000.00 - ₹300,000.00 per year

Benefits:

Flexible schedule

Work Location: In person

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Quality Assurance (QA) Analyst – VEHO Delivery Command Center

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