Quality Assurance Analyst

Thinkahead Consultant Psychologist Pty Ltd

full-time

Posted on:

Origin:  • 🇮🇳 India

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Job Level

Mid-LevelSenior

Tech Stack

ServiceNow

About the role

  • Monitor and evaluate customer calls and support tickets for quality, accuracy, and compliance with guidelines.
  • Document feedback and provide actionable insights to improve agent performance.
  • Develop and maintain QA scorecards, evaluation forms, and reporting mechanisms.
  • Collaborate with leads/managers to identify training needs and performance gaps.
  • Participate in calibration sessions to ensure consistency in quality evaluations.
  • Analyze trends in quality scores and recommend process improvements.
  • Ensure adherence to company policies, regulatory requirements, and customer service standards.
  • Assist in the development and implementation of quality improvement initiatives.

Requirements

  • Bachelor’s degree in Business Administration, Communications, or a related field.
  • 3+ years of experience in a quality assurance role within a call center, helpdesk, or technical support environment.
  • Experience with ticketing systems (e.g., ServiceNow) and call monitoring tools (e.g., Amazon Connect).
  • Knowledge of customer service best practices and quality management principles.
  • Strong analytical and problem-solving skills.
  • Excellent listening, communication, and interpersonal skills.
  • Attention to detail and high level of accuracy.
  • Ability to deliver constructive feedback in a positive manner.
  • Proficiency in using QA tools, CRM platforms, and call monitoring systems.
  • Strong organizational and time management skills.
  • Ability to work independently and collaboratively in a fast-paced environment.