QA Tech Support

Tata Consultancy Services; Gandhinagar, Chennai District; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Tata Consultancy Services in Gandhinagar, India, is seeking a QA Analyst to ensure data quality and process integrity across customer support operations. The role focuses on meticulous review, root cause analysis, and delivering crisp audit feedback to improve agent performance.

You will monitor real-time dashboards, coordinate workload across queues, analyze trends, and generate reports with actionable insights for leadership to drive continuous improvement in queue management and overall

Qualifications

• Attention to detail to ensure data accuracy against guidelines.
• Strong analytical and critical thinking with root cause analysis skills.
• Objectivity and consistency in applying quality standards.
• Proactive, self-driven approach to improve quality programs.
• Excellent written and verbal communication for audit reports and feedback.

Responsibilities

• Monitor support dashboards and KPIs in real time to flag urgent cases.
• Coordinate workload balancing across queues and teams.
• Analyze historical and live queue data to identify trends.
• Generate reports on case volume, wait times, and assignment efficiency.
• Provide insights and recommendations to leadership for queue adjustments.

Skills

Attention to detail

Analytical thinking

Objectivity

Proactivity

Communication skills

Job description

Job Description:

Essential Skills & Experience

• Impeccable attention to detail: Ability to examine data or information provided against the set guidelines. A QA must be thorough and not overlook small yet significant errors.
• Strong Analytical and Critical Thinking Skills: The capacity to identify errors, logically assess their impact and perform effective root cause analysis (RCA).
• Objectivity and Consistency: The ability to maintain neutrality and apply quality standards uniformly across all reviews, regardless of the agent, team, or case complexity.
• Proactive and Self-Driven: A good QA doesn't just react to the review queue but proactively looks for opportunities to improve the quality program, processes, and overall customer experience.
• Excellent Communication Skills (Written and Verbal): Must be able to write clear, concise, and professional audit reports and feedback forms. Verbally, they must deliver constructive, motivational, and fact-based feedback to agents.

• Monitor support dashboards and key performance indicators in real-time to identify cases needing immediate attention or intervention.
• Coordinate with relevant stakeholders to manage workload balancing across different queues and teams.
• Analyze historical and real-time queue data to identify trends and potential issues impacting case flow and team performance.
• Generate reports on key queue metrics such as case volume, wait times, and assignment efficiency.
• Provide insights and recommendations to leadership on queue performance and potential adjustments needed.