Job Overview
We are looking for a detail-oriented Customer Service Quality Assurance Analyst (L1) to support our Customer Operations team. This role is responsible for monitoring and evaluating customer interactions across multiple channels (calls, emails and live chat) to ensure service quality, compliance, and adherence to standard operating procedures (SOPs).
Key Responsibilities
Perform QA audits on chat, call, and email interactions
Evaluate based on SOP adherence, accuracy of responses and appropriate escalation vs over-resolution
Ensure agents do NOT provide out-of-scope resolutions and handle cases beyond L1 authority
Identify wrong escalations (misrouting) and missed escalations (should have gone to L2/L3)
Provide structured feedback and coaching inputs
Conduct QA calibration sessions with internal teams
Track error trends, escalation gaps, and compliance risks
Support training team with L1-specific improvement areas
May be required ...