Customer Service Quality Assurance (QA) Specialist- Chat

About the Role: We are currently looking for a Customer Service QA Specialist to strengthen our quality framework, improve customer satisfaction, and build a scalable, AI-enabled QA function. This role is focused on elevating customer experience by improving CSAT, quality, comprehension, and turnaround times (TAT) while embedding a data-driven and AI-assisted quality culture. The ideal candidate will play a critical role in identifying performance gaps, coaching teams, implementing structured QA processes, and driving measurable improvements across all customer touchpoints. Key Responsibilities: 1. Quality Monitoring & Audit Management Design and execute a structured QA audit framework across: Email Live Chat Text Messaging Conduct audits on: Daily samples Weekly trend reviews Monthly perf