Customer Service Quality Assurance (QA) Specialist

About the Role: We are currently looking for a Customer Service QA Specialist to strengthen our quality framework, improve customer satisfaction, and build a scalable, AI-enabled QA function. This role is focused on elevating customer experience by improving CSAT, quality, comprehension, and turnaround times (TAT) while embedding a data-driven and AI-assisted quality culture. The ideal candidate will play a critical role in identifying performance gaps, coaching teams, implementing structured QA processes, and driving measurable improvements across all customer touchpoints.

Key Responsibilities: 1. Quality Monitoring & Audit Management Design and execute a structured QA audit framework across: Email Live Chat Text Messaging Conduct audits on: Daily samples Weekly trend reviews Monthly performance evaluations Evaluate interactions using calibrated scorecards Maintain defensible audit logs and documentation for review and governance purposes Ensure audit consistency and traceability 2. Root Cause Analysis & Performance Diagnosis Identify the underlying drivers of: Low CSAT DSAT trends Comprehension errors SLA breaches TAT slippages Perform data-backed root cause analysis Translate audit findings into prioritized action plans Present examples, trends, and recommended fixes to leadership 3.

Coaching, Feedback & Capability Development Deliver structured coaching interventions including: Individual Coaching One-on-one feedback sessions Performance correction plans Skill progression tracking Team Coaching Group refresher sessions Targeted quality improvement workshops Skill clinics focused on: Written communication Grammar and punctuation Customer empathy Tone calibration Product understanding Policy adherence Build and track development plans for underperforming agents. 4. Calibration Management Conduct weekly internal calibration sessions Participate in stakeholder calibration reviews Ensure scoring consistency across: QA Team Leads Operations stakeholders Maintain scoring variance within agreed tolerance thresholds 5. AI Enablement & Workflow Optimization Identify, pilot, and scale AI-assisted use cases across customer support operations, including: Response drafting Grammar and tone optimization Conversation summarization Sentiment detection Knowledge retrieval assistance Responsibilities include: Prompt design Workflow guardrails Review checkpoints Risk mitigation controls Adoption measurement The goal is to ensure AI improves quality and efficiency without introducing operational risk. 6.

Process Ownership & SOP Governance Own and continuously optimize: QA Standard Operating Procedures (SOPs) Quality scorecards Rebuttal and escalation processes Coaching frameworks Documentation repositories Ensure all documentation remains: Version-controlled Audit-ready Operationally relevant 7. Reporting, Analytics & Governance Publish structured dashboards on: CSAT trends Quality scores Defect categories Coaching coverage TAT performance Calibration adherence AI adoption metrics Reporting cadence: Daily operational summaries Weekly performance reviews Monthly governance dashboards Present findings during: Business reviews Internal operational reviews Leadership governance discussions 8. Hiring & Training Enablement Partner with recruitment and training teams to strengthen hiring and onboarding quality by: Refining assessment criteria Enhancing hiring filters Improving onboarding content Defining certification gates Objective: Accelerate ramp-up quality for new hires. 9.

Compliance, Risk & Quality Governance Identify policy breaches Flag data handling concerns Detect brand voice inconsistencies Escalate operational risks Drive corrective actions with: Operations HR Relevant internal stakeholders Preferred Qualifications: Experience Minimum 5 years of dedicated Quality Assurance experience Experience within: Contact Centers BPO environments Majority of experience must be in non-voice support channels, including: Email Chat Messaging support Customer Support Domain Expertise Proven experience supporting US-based customers, preferably within: E-commerce Retail Automotive Comparable consumer-facing industries Performance Improvement Track Record Demonstrated success in improving: CSAT Internal Quality Scores TAT adherence Operational consistency Candidates should be able to provide metric-driven examples. Communication Skills Strong written English proficiency with expertise in: Grammar Punctuation Professional tone Written clarity Coaching written communication standards Technical & Platform Expertise Hands-on experience with: CRM / Ticketing Platforms Gladly Salesforce Zendesk Freshdesk Kustomer Equivalent tools AI / Generative AI Experience Practical experience applying AI tools in customer support environments, including: Prompt engineering Response assistance Quality validation AI workflow safeguards Education Bachelor’s Degree in any discipline Preferred certifications: COPC Six Sigma (Yellow / Green Belt) Lean Work Style Expectations Willingness to undertake extensive hands-on QA responsibilities, including high-volume audits during the stabilization phase. Preferred Attributes We strongly prefer candidates with experience in: QA Function Development Building QA frameworks from scratch Turning around underperforming service teams Metrics Expertise Strong familiarity with: CSAT DSAT NPS FCR AHT TAT frameworks Independent Ownership Ability to: Work autonomously Influence without direct authority Drive accountability cross-functionally Analytical Capability Strong working knowledge of: Excel / Google Sheets Dashboard analysis tools such as: Power BI Tableau Looker Key Performance Indicators (KPIs) Success in this role will be measured by: Customer Experience CSAT exceeding client-defined benchmarks within agreed timelines Sustained improvement thereafter Quality Internal quality scores consistently above benchmark Operational Efficiency TAT compliance within SLA across all support channels Calibration Accuracy Scoring variance within agreed tolerance AI Adoption Defined adoption targets achieved Measurable gains in quality and productivity Coaching Effectiveness 100% coaching coverage for below-threshold agents Work Arrangements: On-site opportunity, Virar or Matunga office in Mumbai EST working hours required (9:00 AM - 5:00 PM EST) Full-time opportunity Benefits: Flexible Working Style Diversity and Inclusion Learn And Grow Balanced Working Life Flexible work hours Health Insurance If you’re a quality-driven customer service leader with strong analytical capability, operational ownership, and hands-on AI enablement experience, we’d love to hear from you.

Equal Opportunities Statement: HNR Tech is deeply committed to creating a workplace and global community where inclusion is not only valued but prioritized. We’re proud to be an equal-opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, family status, marital status, sexual orientation, national origin, genetics, neurodiversity, disability, age, or any other non-merit-based or legally protected grounds.

Industry IT Services and Consulting