Quality Assurance Executive

Job Description: QA – USA Chat Process

Position: Quality Analyst (QA) – Chat Process

Location: Baner

Employment Type: Full-time

About the Role

We are seeking a detail-oriented and proactive Quality Analyst (QA) to join our USA Chat Process team. The QA will be responsible for monitoring, evaluating, and enhancing the quality of customer interactions, ensuring compliance with company standards, and driving improvements in customer satisfaction.

Key Responsibilities

• Monitor and evaluate chat interactions between agents and customers to ensure quality, accuracy, and adherence to process guidelines.

• Provide structured feedback and coaching to agents to improve communication skills, product knowledge, and overall customer experience.

• Identify trends, process gaps, and training needs through data-driven analysis.

• Collaborate with Team Leaders, Trainers, and Operations Managers to enhance agent performance and service quality.

• Develop and maintain QA scorecards, reports, and performance dashboards.

• Ensure compliance with company policies, industry standards, and client requirements.

• Participate in calibration sessions to align evaluation criteria across teams.

• Recommend process improvements and contribute to knowledge base updates.

Required Skills & Qualifications

• Bachelor’s degree or equivalent experience.

2–4 years of experience as a Quality Analyst in Chat/Email/Customer Support (preferably US Process).•

• Strong analytical and reporting skills with attention to detail.

• Excellent written and verbal communication in English.

• Ability to identify errors, trends, and recommend corrective measures.

• Proficiency in MS Office (Excel, Word, PowerPoint) and QA tools.

Strong understanding of customer service KPIs• (CSAT, AHT, FCR, QA scores, etc.).

Preferred Skills:

• Experience in working with USA-based clients or international BPO processes.

• Knowledge of CRM/chat platforms (Zendesk, Freshdesk, Salesforce, LiveChat, etc.).

• Exposure to coaching methodologies and performance improvement frameworks.

Why Join Us?

• Opportunity to work with a global team handling USA client processes.

• Competitive salary and performance-based incentives.

• Professional growth through training and career development programs.

• Supportive and collaborative work culture.

• It is a Full Time Manufacturing job for candidates with 0 - 2 years of experience.

More about this Quality Assurance Executive job

1. What is the eligibility criteria to apply for this Quality Assurance Executive job?
   Ans: The candidate should be Graduate and above and above with 0 - 2 years of experience of experience
2. How much salary can I expect for this job role?
   Ans: You can expect a salary of ₹30000 - ₹40000 per month that depends on your interview. It's a Full Time job in Pune.
3. How many working days are there for this Quality Assurance Executive job?
   Ans: This Quality Assurance Executive job will have 6 working days.
4. Are there any charges applicable while applying or joining this Quality Assurance Executive job?
   Ans: No, there is no fee applicable for applying this Quality Assurance Executive job and during the employment with the company, i.e., ATIZ BUSINESS SOLUTION.
5. Is it a work from home job?
   Ans: No, it’s not a work from home job and can't be done online.
6. How many openings are there for this Quality Assurance Executive role?
   Ans: There is an immediate opening of 3 Quality Assurance Executive at ATIZ BUSINESS SOLUTION
7. Who can apply for this job?
   Ans: Both Male and Female candidates can apply for this Manufacturing job.
8. What are the timings of this Quality Assurance Executive job?
   Ans: This Quality Assurance Executive job has Flexible Shift.