Quality Assurance Specialist

Job Title: Quality Assurance Specialist

Job Location: Pune

Shift: US Business Hours

Employment Type: Full-Time

About the Role: We the Quality Assurance Specialist is responsible for monitoring and evaluating customer support interactions to ensure service quality, policy compliance, and consistent customer experience across all channels. This role focuses on quality monitoring, performance analysis, and operational insights, working closely with Team Leads and Operations Managers to identify trends, highlight improvement areas, and support continuous improvement across CX programs.

Key responsibilities:

Quality Monitoring & Evaluation

• Review and evaluate customer support interactions across email, chat, phone, social media channels
• Score interactions using established QA scorecards and evaluation frameworks
• Ensure adherence to company policies, client guidelines, and CX best practices

Performance Analysis

• Identify trends, recurring issues, and improvement opportunities from QA evaluations
• Analyze quality metrics and provide insights to Operations Managers and Team Leads
  
• Flag compliance issues or quality risks that may impact customer experience

Process & Quality Improvement

• Recommend improvements to workflows, SOPs, and macros based on QA findings
• Identify gaps in documentation, training materials, or knowledge base resources
• Support continuous improvement initiatives aimed at improving resolution quality and efficiency

Reporting & Documentation

• Maintain QA reports and quality tracking dashboards
• Track key quality metrics and highlight performance trends
• Provide weekly or monthly QA summaries for leadership and operations teams

Key Requirements:

• 2+ years experience in Customer Support Quality Assurance
• Experience reviewing and evaluating support interactions across social media, email, chat, and/or phone
• Strong understanding of customer experience standards and communication best practices
• Excellent written and verbal English communication skills
• Strong analytical and evaluation skills
• High attention to detail

Preferred:

• Experience supporting eCommerce or DTC brands
• Familiarity with tools such as:
• Zendesk
• Gorgias
• Shopify
• QA scorecard tools

Experience working in BPO or outsourced CX environments

Key Competencies:

• Strong attention to detail
• Analytical thinking
• Process improvement mindset
• Strong documentation and reporting skills
• Customer experience awareness

About Atidiv: At Atidiv, we help businesses scale smarter with our tech-enabled, data-driven outsourcing solutions such as customer experience, bookkeeping, ad operations and data engineering. We swiftly onboard and seamlessly integrate expert teams as an extension of your team, providing tailored solutions that solve problems, enhance productivity, and reduce operational costs. We have a strong track record of delivering substantial value, saving clients over $50 million in operational costs. Our extensive experience spans 15+ years with our talented team of 700+ employees. We are proficient in 10+ languages and cater to 20+ industries, ensuring we meet the diver needs of our clients.