Quality Assurance
Kaseya
Kaseya® is the leading provider of complete IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT organizations worldwide powered by AI. Kaseya’s best-in-breed technologies allow organizations to efficiently manage and secure IT to drive sustained business success. Kaseya has achieved sustained, strong double-digit growth over the past several years and is backed by Insight Venture Partners www.insightpartners.com), a leading global private equity firm investing in high-growth technology and software companies that drive transformative change in the industries they serve.
Founded in 2000, Kaseya currently serves customers in over 20 countries across a wide variety of industries and manages over 15 million endpoints worldwide. To learn more about our company and our award-winning solutions, go to www.Kaseya.com and for more information on Kaseya’s culture.
Kaseya is not your typical company. We are not afraid to tell you exactly who we are and our expectations. The thousands of people that succeed at Kaseya are prepared to go above and beyond for the betterment of our customers.
Role: Quality Assurance Officer
Location: Bangalore - Onsite
Duration: Full-Time
Timings: 9-6 AM (fixed – 2-4 months) / open to Rotational shift.)
Experience: 2-4 yrs
Skills to crack: data analysis tools/ contact center/ DA of Raw Data/ COPC/ ISO 9001:2015/ Call-Chat process
Job Summary:
- We are seeking a detail-oriented and analytical Quality Analyst to join our Contact Center team. This role is pivotal in enhancing the quality of customer interactions, improving agent performance, and optimizing support processes.
- The ideal candidate will have a strong background in quality assurance within a contact center environment and a passion for driving continuous improvement.
Qualifications:
- 2–4 years of experience in a contact center quality assurance or process improvement role.
- Previous work experience in an IT industry working with Tickets is a Plus.
- Strong understanding of QA methodologies, call monitoring tools, and customer service metrics.
- Proficiency in data analysis tools (Excel, Power BI, or similar).
- Excellent communication, coaching, and interpersonal skills.
- Ability to work independently and collaboratively in a fast-paced environment.
Preferred Skills:
- Experience with CRM and contact center platforms (e.g., Zendesk, Five9).
- Familiarity with Six Sigma, Lean, or other process improvement methodologies.
- Certification in Quality Assurance or Customer Experience (e.g., COPC, ISO 9001, CCXP) is a plus.
Key Responsibilities:
- Monitor and evaluate inbound and outbound customer interactions across multiple channels (calls, chats, emails).
- Analyze agent behavior and adherence to scripts, compliance standards, and customer service protocols.
- Identify trends, gaps, and opportunities for improvement in agent performance and customer experience.
- Develop and maintain quality scorecards, evaluation forms, and performance dashboards.
- Provide actionable feedback and coaching recommendations to supervisors & managers.
- Collaborate with training and operations teams to design and implement improvement initiatives.
- Track the effectiveness of quality improvement programs and report on KPIs.
- Conduct root cause analysis on recurring issues and recommend process enhancements.
- Support calibration sessions to ensure consistency in quality evaluations.
Join the Kaseya growth rocket ship and see how we are #ChangingLives !
Additional information
Kaseya provides equal employment opportunity to all employees and applicants without regard to race, religion, age, ancestry, gender, sex, sexual orientation, national origin, citizenship status, physical or mental disability, veteran status, marital status, or any other characteristic protected by applicable law.