Customer Support QA Executive

Responsibilities

• Conduct quality evaluations across customer interactions including calls, chats, emails, and social media
• Monitor and assess sales and support team performance against KPIs, scripts, and workflows
• Analyze sales data, customer feedback, reviews, and survey responses to uncover trends and pain points
• Maintain accurate QA scorecards, evaluation records, dashboards, and reporting documentation
• Provide structured feedback and coaching recommendations to support continuous improvement
• Collaborate cross-functionally with support, sales, operations, and training teams
• Assist in developing and refining QA frameworks, SOPs, and evaluation criteria

Requirements

• Bachelor’s degree in Business, Communications, Data Analytics, or a related field preferred
• Proven experience in Quality Assurance, Customer Service Analysis, or Sales Operations
• Strong analytical, problem-solving, and critical thinking skills
• Hands-on experience with CRM systems, customer support platforms, and QA tools
• Proficiency in Excel, Google Sheets, and data analysis tools
• Excellent written and verbal communication skills
• Familiarity with QA scorecards and customer satisfaction metrics

About the Company

Nysonian builds the next generation of global lifestyle brands, including NOBL Travel and FLO Pilates, creating experiences that empower people worldwide.