Quality Control Analyst
- Promobi Technologies
- 3 - 6 years
- Pune
- 4 days ago
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Job Description
Job Summary:
We are looking for a Quality Analyst who will be responsible for driving quality across both Level 1 (L1) and Level 2 (L2) chat support teams. This role requires a deep understanding of customer interaction workflows, technical troubleshooting standards, and escalation handling, with a sharp focus on elevating support quality, consistency, and customer satisfaction across tiers.
Experience: 2-5 years
Location: Viman Nagar, Pune
Key Responsibilities:
1. Quality Auditing & Monitoring:
Conduct regular audits of L1 and L2 chat interactions to evaluate adherence to quality standards, technical accuracy, process compliance, and communication effectiveness.
Maintain separate scorecards and QA benchmarks for L1 (first-contact resolution, adherence to scripts/process) and L2 (technical depth, issue ownership, documentation).
2. Feedback & Coaching:
Deliver detailed, structured feedback to agents to improve performance, reduce errors, and reinforce best practices.
Work with team leads to run regular calibration and feedback sessions across L1 and L2 teams.
3. Collaboration & Process Alignment:
Coordinate closely with support operations, training, and product teams to stay updated on product changes, new releases, and process adjustments.
Ensure QA standards evolve with product complexity and customer expectations.
4. Reporting & Analysis:
Generate weekly and monthly QA reports with performance trends, insights by tier, escalation points, and training recommendations.
Identify recurring errors, gaps in knowledge, or SOP misalignment and raise these with relevant stakeholders.
5. SOP & Escalation Evaluation:
Ensure agents follow SOPs and flag any deviation, especially during escalations or hand-offs between L1 and L2.
Evaluate if L2 escalations are warranted and handled with the required depth and ownership.
Requirements:
Bachelors degree or equivalent work experience.
2 years of experience in customer support QA, preferably with exposure to tiered support models (L1 & L2).
Deep understanding of chat support, escalation workflows, and technical resolution standards.
Excellent written and verbal communication skills.
Analytical mindset with the ability to generate insights from qualitative and quantitative QA data.
Experience working with support tools (Zendesk, Freshdesk, Intercom) and QA platforms.
Preferred Qualifications:
Background in SaaS or tech product support.
Ability to understand technical documentation and product logic (for L2-level evaluations).
Experience with QA dashboards, Google Sheets/Excel, and ticketing automation.
Job Classification
Industry: Software ProductFunctional Area / Department: Quality AssuranceRole Category: Business Process QualityRole: Quality AnalystEmployement Type: Full timeContact Details:
Company: Promobi TechnologiesLocation(s): Pune
Keyskills: Quality Control QC chat audit call audit
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