CherishX

Customer Service Quality Assurance Specialist

Department: Customer Service

Reports To: QA Manager / Head of Customer Experience

Type: Full-Time

Location: Remote

About CherishX

CherishX is India’s leading celebration and experience planning platform, helping millions of customers create memorable moments through balloon decorations, surprise setups, candlelight dinners, and curated experiences across 15+ cities. We’re looking for a Customer Service Quality Assurance Specialist to help us maintain and raise the bar on every customer interaction.

What You’ll Do

• Review customer interactions across calls, WhatsApp, chat, and email to assess quality against our service standards.
• Score agent performance using QA scorecards and share clear, actionable feedback.
• Identify common customer complaints, agent errors, and process gaps and flag them to the team.
• Work with team leads to update and improve evaluation criteria as our products and processes evolve.
• Prepare and share simple weekly and monthly QA reports with team leads and managers, highlighting trends, scores, and areas for improvement.
• Share QA findings and reports with team leads and managers, and conduct agent training or coaching sessions as needed to address recurring skill gaps.
• Participate in calibration sessions to keep evaluations consistent and fair across the team.
• Support onboarding of new agents by reviewing their early interactions and providing feedback.

What We’re Looking For

• 1–3 years of experience in customer service QA, quality auditing, or contact center operations.
• Familiarity with customer support tools like Freshdesk, Zendesk, or similar CRM/ticketing platforms.
• Good understanding of metrics like CSAT, response time, and first contact resolution.
• Strong written communication — you can give feedback that’s clear, specific, and constructive.
• Eye for detail and ability to stay objective while evaluating interactions.
• Comfortable working independently in a remote setup and managing your own schedule.
• Experience in e-commerce, D2C, or services marketplaces is a plus.

Bonus Points

• Experience building QA scorecards or evaluation frameworks.
• Familiarity with the celebrations, events, or home services space.
• Exposure to AI-based QA or conversation analytics tools.

What We Offer

• Fully remote role with flexible working hours.
• Opportunity to shape the quality culture at a fast-growing consumer brand.
• Competitive salary.
• A team that genuinely cares about customer experience and continuous improvement.

How to Apply

Send your resume to [email protected] with the subject line “CS QA Specialist – [Your Name]”. A short note on why this role interests you would be great but isn’t mandatory.

Job Type: Full-time

Pay: ₹25,000.00 - ₹28,000.00 per month

Benefits:

• Work from home

Work Location: Remote