Customer Service Quality Assurance (QA) Specialist
HNR Tech is looking for a Customer Service QA Specialist to strengthen their quality framework and lead AI-assisted QA initiatives. The role involves designing audit frameworks, performing root cause analysis, coaching agents, and managing calibration sessions for non-voice support channels. Candidates must possess significant experience in contact center QA, CRM tools, and data-driven performance management. The role is based onsite in Mumbai and requires working EST hours.
50k new jobs listed every day. Install TAL to find more jobs like this.
Experience
5+ years
Function
Quality Assurance
Work mode
Onsite, India
Company
Tier 3
What you will work on
HNR Tech is looking for a Customer Service QA Specialist to strengthen their quality framework and lead AI-assisted QA initiatives. The role involves designing audit frameworks, performing root cause analysis, coaching agents, and managing calibration sessions for non-voice support channels. Candidates must possess significant experience in contact center QA, CRM tools, and data-driven performance management. The role is based onsite in Mumbai and requires working EST hours.
TAL's take
Tier 3 company with a very clearly defined operational role and structured requirements.
The JD is extremely well-structured with defined responsibilities, metrics, and technical requirements.
Must haves
- Minimum 5 years of dedicated Quality Assurance experience
- Experience in contact centers or BPO environments
- Strong proficiency in non-voice support channels
- Proven experience supporting US-based customers
- Hands-on experience with CRM or ticketing platforms
- Practical experience applying AI tools in support environments
- Bachelor’s degree
Tools and skills
About the company
Small IT services and consulting company with limited public footprint.