QA Executive

• Conduct quality evaluations across customer interactions including calls, chats, emails, and social media to ensure compliance with service standards and customer experience expectations.
• Monitor and assess sales and support team performance against KPIs, scripts, workflows, and company guidelines to identify improvement opportunities.
• Analyze sales data, customer feedback, reviews, and survey responses to uncover trends, recurring issues, conversion gaps, and customer pain points.
• Maintain accurate QA scorecards, evaluation records, dashboards, and reporting documentation with actionable performance insights.
• Provide structured feedback, coaching recommendations, and performance observations to support continuous improvement and employee development.
• Collaborate cross-functionally with customer support, sales, operations, and training teams to enhance service quality, processes, and customer satisfaction.
• Assist in developing and refining QA frameworks, SOPs, evaluation criteria, and best practices to strengthen operational consistency and quality standards.

• Bachelor’s degree in Business, Communications, Data Analytics, or a related field is preferred.
• Proven experience in Quality Assurance, Customer Service Analysis, Sales Operations, or similar performance-focused roles.
• Strong analytical, problem-solving, and critical thinking skills with the ability to identify trends and performance gaps.
• Hands-on experience with CRM systems, customer support platforms, QA tools, and reporting dashboards.
• Proficiency in Excel, Google Sheets, and data analysis tools for reporting, tracking, and performance evaluation.
• Excellent written and verbal communication skills with strong attention to detail and organizational abilities.
• Familiarity with QA scorecards, customer satisfaction metrics, support or sales call evaluations, and interpreting qualitative and quantitative data.

Our Commitment
Nysonian is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, veteran status, disability, or any other legally protected characteristic. Reasonable accommodations are available for applicants with disabilities.