Paikarighor

Paikarighor is a rapidly growing skincare-focused e-commerce company committed to delivering quality products and an excellent customer experience. We are developing a performance-oriented, customer-focused team and are seeking a QA Executive to maintain and improve the quality of our sales and customer support operations. 🎯 Job Responsibilities Monitor and evaluate live and recorded customer calls and chats to assess agent performance and compliance with scripts and company policies. Track, review, and analyze key performance indicators (KPIs), including: Conversion Rate Customer Satisfaction (CSAT) Compliance Score Identify gaps in communication skills, product knowledge, sales techniques, and customer handling. Provide constructive feedback, guidance, and coaching to agents to enhance their performance. Conduct training sessions and refresher programs covering quality standards, sales techniques, customer service, and compliance requirements. Prepare and maintain accurate daily, weekly, and monthly QA reports. Analyze performance trends and communicate key risks, gaps, and improvement opportunities to management. Ensure agents consistently follow company SOPs, data security requirements, and ethical standards. Work closely with the Sales, Customer Support, and HR teams to identify performance gaps and implement initiatives for continuous improvement.