Customer Support QA Executive

QA Analyst role focused on evaluating and improving customer service interactions, sales performance data, and customer feedback to identify trends and drive actionable insights. Responsibilities include conducting quality evaluations across calls, chats, emails, and social media; monitoring and assessing sales and support performance against KPIs, scripts, and workflows; analyzing sales data, customer feedback, and survey responses to uncover trends and gaps; maintaining QA scorecards and reporting dashboards; providing structured feedback and coaching recommendations; collaborating with cross-functional teams to enhance service quality and processes; and developing QA frameworks, SOPs, and best practices to strengthen consistency and quality.