Max Secure Software, an Point Wild Company, helps customers monitor, manage, and protect against the risks associated with their identities and personal information in a digital world. Max Secure Software is dedicated to creating the world’s most comprehensive portfolio of industry-leading cybersecurity solutions. Our vision is to become THE go-to resource for every cyber protection need individuals may face - today and in the future.
Join us for the ride!
About the Role:
We are looking for a detail-oriented and analytical Customer Support Quality Analyst in Pune, India. In this role, you will be responsible for ensuring our support team consistently delivers high-quality service, playing a crucial part in maintaining customer loyalty and satisfaction.
- Reporting Line: You will report directly to the Outsource & Support Project Manager / Support Team Lead.
- Location: This is a 100% on-site, in-office position based in Pune, India. Please note that we are only considering candidates who are currently located in Pune - relocation assistance is not provided for this role.
Day to Day:
- Quality Auditing: Monitor and evaluate customer interactions across phone, email, chat, and social media to ensure they align with our quality standards.
- Feedback & Calibration: Provide regular, constructive feedback to the Outsource & Support Project Manager and the HQ Support Department to drive performance.
- Data Analysis: Work with management to prepare detailed reports on quality metrics and agent performance, identifying trends and recurring service issues.
- Process Enhancement: Participate in the development of QA standards and recommend updates to policies or procedures that will improve the overall customer experience.
- Insights Management: Gather and analyze customer feedback to identify service strengths and weaknesses, offering actionable suggestions for improvement.
- Compliance & Best Practices: Ensure all support interactions remain compliant with industry regulations and stay updated on evolving support best practices.
What you bring to the table:
- At least 1 year of experience in a Quality Assurance role, specifically within a high-volume contact center environment.
- Strong skills in data analysis with the ability to identify trends and translate them into practical recommendations.
- A solid understanding of QA frameworks, quality scoring methods, and customer experience (CX) principles.
- The ability to manage your own priorities and produce accurate QA outputs within agreed timelines without constant supervision.
- Fluent English (written and verbal) with the ability to deliver clear, constructive feedback to agents and stakeholders.
It would be great if you also had:
- Hands-on experience with platforms such as Scorebuddy, Klaus, or EvaluAgent, or similar tools to complete quality reviews and reporting.
- Familiarity with cybersecurity, VPNs, or SaaS products, which will help when assessing technical support cases.
- Experience working with cross-functional teams and stakeholders located in the UK or other international regions.
Top Skills
What We Do
About Max Secure Software
Max Secure Software is a Cyber Security software product development company that designs and develops products to protect the Privacy and Security of Windows, Linux, Android and iOS/ Mac users
