Senior Quality Assurance Analyst - Customer Support

Senior Engineer - Cloud & Infra Management

Role Summary

The Quality Assurance AnalystCommunication Coachwill be responsible for driving quality auditing defect and trend analysis and structured communication coaching to elevate customer experience operational efficiency and regulatory compliance across all support channels including voice email chat and ticketbased interactions This role collaborates closely with Service Desk Analysts Team Leads Subject Matter Experts Training and Operations Management to foster continuous improvement through datadriven insights targeted coaching and robust quality governance

Key Responsibilities

1 Quality Audits Compliance Conduct comprehensive quality audits for all interactions ensuring alignment with established frameworks SLAs and compliance standards This includes verifying process adherence documentation standards accurate categorization and prioritization and unbiased audit execution across shifts and regions while supporting both internal and external audits

2 Communication Soft Skills Coaching Evaluate and enhance customer communication effectiveness focusing on professionalism tone clarity and customer education The role involves delivering both oneonone and group coaching sessions on engagement etiquette writing standards deescalation and confidencebuilding with ongoing development and tracking of improvement plans for analysts

3 Feedback RCA Continuous Improvement Provide structured feedback conduct root cause analysis on recurring quality trends recommend and monitor corrective and preventive actions and partner with training and operations teams to ensure alignment and effective process enhancements Participation in quality reviews and calibration sessions is also a key part of this responsibility

4 Reporting Quality Governance Maintain and present centralized quality dashboards and reports tracking audit coverage defect trends and overall performance The role also includes continually enhancing audit checklists and quality frameworks ensuring they stay relevant and effective