Job Description:

We are looking for a meticulous and customer-focused QA Executive to ensure service delivery consistently meets company standards and customer expectations. The role involves monitoring service quality, evaluating processes, and driving continuous improvement across service operations.

Key Responsibilities

• Monitor and evaluate service quality through audits, observations, and reviews

• Assess compliance with service SOPs, policies, and quality standards

• Identify service gaps, non-compliance issues, and areas for improvement

• Prepare quality reports, scorecards, and performance summaries

• Work closely with operations and customer service teams to implement corrective actions

• Support training initiatives by providing quality feedback and improvement insights

• Handle customer feedback, complaints analysis, and root cause identification

• Assist in maintaining quality management systems and documentation

• Support internal and external audits where applicable

Requirements

• Diploma or Bachelor’s degree in Quality Management, Business Administration, or related field

• Minimum 1–3 years of experience in quality assurance within the service sector

• Strong understanding of service quality standards and customer experience metrics

• Excellent attention to detail and analytical skills

• Good communication and stakeholder management skills

• Proficient in Microsoft Office (especially Excel and reporting tools)

• Ability to work independently and in a fast-paced environment

Preferred Skills (Advantageous)

• Experience with ISO 9001 or service quality frameworks

• Knowledge of customer satisfaction metrics (CSAT, NPS, SLA, KPI tracking)

• Audit or compliance experience in service-based organizations

Working Conditions & Benefits

• Full-time position

• Competitive salary and benefits

• Career development and training opportunities