Customer Support Quality Analyst chez Max Secure Software

About the Role:

We are looking for a detail-oriented and analytical Customer Support Quality Analyst in Pune, India. In this role, you will be responsible for ensuring our support team consistently delivers high-quality service, playing a crucial part in maintaining customer loyalty and satisfaction.

• Reporting Line: You will report directly to the Outsource & Support Project Manager / Support Team Lead.
• Location: This is a 100% on-site, in-office position based in Pune, India. Please note that we are only considering candidates who are currently located in Pune - relocation assistance is not provided for this role.
  
  

Day to Day:

• Quality Auditing: Monitor and evaluate customer interactions across phone, email, chat, and social media to ensure they align with our quality standards.
• Feedback & Calibration: Provide regular, constructive feedback to the Outsource & Support Project Manager and the HQ Support Department to drive performance.
• Data Analysis: Work with management to prepare detailed reports on quality metrics and agent performance, identifying trends and recurring service issues.
• Process Enhancement: Participate in the development of QA standards and recommend updates to policies or procedures that will improve the overall customer experience.
• Insights Management: Gather and analyze customer feedback to identify service strengths and weaknesses, offering actionable suggestions for improvement.
• Compliance & Best Practices: Ensure all support interactions remain compliant with industry regulations and stay updated on evolving support best practices.

What you bring to the table:

• At least 1 year of experience in a Quality Assurance role, specifically within a high-volume contact center environment.
• Strong skills in data analysis with the ability to identify trends and translate them into practical recommendations.
• A solid understanding of QA frameworks, quality scoring methods, and customer experience (CX) principles.
• The ability to manage your own priorities and produce accurate QA outputs within agreed timelines without constant supervision.
• Fluent English (written and verbal) with the ability to deliver clear, constructive feedback to agents and stakeholders.

It would be great if you also had:

• Hands-on experience with platforms such as Scorebuddy, Klaus, or EvaluAgent, or similar tools to complete quality reviews and reporting.
• Familiarity with cybersecurity, VPNs, or SaaS products, which will help when assessing technical support cases.
• Experience working with cross-functional teams and stakeholders located in the UK or other international regions.