Associate - Quality Assurance

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done. There’s another option. Freshworks. With a fresh vision for how the world works. At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world. Fresh vision. Real impact. Come build it with us.

Job Description

Job Overview

We are seeking a passionate and detail-oriented Quality Analyst (Customer Support) to join our Customer Experience (CX) team. You will be responsible for evaluating customer interactions across channels, identifying service improvement areas, driving quality initiatives, and ensuring our support teams deliver exceptional customer experiences.

Key Responsibilities

• Conduct regular quality audits of customer interactions across calls, emails, chats, and social media.
• Analyze support data to uncover trends, gaps, and opportunities for enhancing service quality.
• Develop, implement, and refine QA processes, guidelines, and evaluation frameworks.
• Collaborate closely with support leaders to deliver actionable feedback, coaching, and skill development plans.
• Create comprehensive reports on audit results, agent performance metrics, and improvement initiatives.
• Track customer feedback from surveys and other sources to identify areas for corrective action.
• Lead strategic quality improvement projects aimed at elevating industry standards.
• Evaluate and recommend new QA tools or technologies to enhance operational efficiency.
• Scope and Impact
• Drive measurable improvements in customer support quality and agent performance.
• Own key QA deliverables such as Audit Targets, Calibration Variance, ATA (Average Time to Audit) Variance, and RCA (Root Cause Analysis) ETA adherence.
• Lead cross-functional collaboration initiatives to promote a culture of continuous improvement.
• Deliver clear documentation for all quality processes and new initiatives.
• Directly influence the customer satisfaction (CSAT) and support excellence metrics across geographies.

Key Skills and Competencies

• Strong analytical mindset with attention to detail.
• Ability to manage time effectively in a dynamic, high-volume environment.
• Expertise in data analysis, process improvement, and QA methodologies.
• Excellent documentation and process mapping skills.
• Proficient in Microsoft Office Suite/Google Sheets (Excel, Word, PowerPoint).
• Skilled in delivering constructive feedback and coaching.
• Qualifications
   

Required:

• Bachelor’s degree in any discipline.
• 2 - 4 years of experience in Customer Support, with a minimum of 1 - 2 years in a Quality Assurance role.
• Excellent verbal, written, and interpersonal communication skills.
   

Preferred:

• Certification in process improvement methodologies (e.g., Lean, Six Sigma, Data Analytics).
• Familiarity with industry-specific compliance standards or regulations.

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.