Quality Assurance Specialist – Digital Chat & Video Channels

Job Description

TaskUs India is seeking a Quality Assurance Specialist – Digital Chat & Video Channels to monitor and improve customer support interactions across chat and video communication platforms. The role is responsible for evaluating service quality, ensuring compliance with operational standards, and providing actionable feedback to customer support teams. The successful candidate will contribute to enhancing customer satisfaction through continuous quality improvement initiatives. Strong communication, analytical, and coaching skills are essential for success in this position.

Key Responsibilities
Monitor chat and video support interactions for quality compliance.
Evaluate agent performance using predefined quality scorecards.
Provide coaching and constructive feedback to improve service quality.
Identify recurring customer issues and recommend process improvements.
Prepare quality reports and performance dashboards.
Ensure adherence to company policies and customer service standards.
Conduct calibration sessions with operations and training teams.
Support continuous improvement initiatives that enhance customer experience.