Quality Assurance Analyst (Contact Center)

IntouchCX; Hyderabad; On-site; INR 300,000 - 540,000; Full time

Job summary

IntouchCX is seeking a Quality Assurance Analyst to monitor CSR and Tier 2 performance across Voice, Email, Chat, and Social channels. You will record, review, and evaluate interactions to ensure quality standards are met.

You will coach CSRs and Tier 2s, prepare weekly QA and coaching reports, and participate in calibration meetings with supervisors, partners, and operations managers. Strong communication and multitasking are essential.

Qualifications

• Minimum high school diploma or equivalent required.
• 1 year of front-line contact center experience preferred.
• 1-2 years of Quality Assurance experience preferred.
• Proficient in MS Excel, MS Word and MS Office.
• Typing speed of at least 30 words per minute with accuracy.
• Strong verbal and written communication and organizational skills.
• Ability to multitask under pressure.

Responsibilities

• Coach CSRs/Tier 2s on quality of service to ensure proper procedures are followed.
• Complete Quality Assurance and coaching session reports weekly.
• Attend meetings with supervisors and managers to review monitoring lists.
• Participate in partner and internal calibration meetings.
• Research escalated issues and co-deliver coaching opportunities with Team Leaders and Operation Managers.
• Report scripting problems or questions from callers to appropriate departments.
• Distribute partner and company related correspondence to CSRs/Tier 2 team members.
• Perform other duties as assigned.

Skills

Front-line contact center experience

Quality Assurance experience

Strong verbal and written comms

Organizational skills

Time management

Ability to multi-task under pressure

Education

High school diploma or equivalent

Tools

MS Excel

MS Word

Job description

About the Job

We’re changing the way people think about customer service, and we need your help!

We’re looking for a Quality Assurance Analyst to monitor Customer Service Representatives (CSRs) and the daily performance of Tier 2 teams (CSA/CX) by recording, reviewing and evaluating Voice, Email, Chat and Social contacts.

As Quality Assurance Analyst, You Will…

• Coach CSRs/Tier 2s on quality of service to ensure proper procedures are being followed
• Complete Quality Assurance and coaching session reports on a weekly basis
• Attend and participate in meetings with supervisors and managers to review monitoring lists
• Attend and participate in partner and internal calibration meetings
• Research escalated issues and co-deliver coaching opportunities with Team Leaders and Operation Managers
• Report scripting problems or questions from callers to appropriate departments
• Distribute partner and company related correspondence to all CSRs/Tier 2 team members
• Perform other duties as assigned

As Quality Assurance Analyst, You Have…

• High school diploma or equivalent (required)
• 1 year of front-line contact center experience (preferred)
• 1-2 years of Quality Assurance experience (preferred)
• Intermediate knowledge of MS Excel, MS Word and MS Office (required)
• Ability to type 30 wpm minimum with accuracy
• Strong verbal and written communication skills, including spelling and grammar
• Excellent organizational and time management skills
• Ability to make fair and consistent judgments and decisions
• Ability to multi-task under high-pressure situations