Customer Support QA Executive

Location: Islamabad, Pakistan

Employment Type: Full-time

Timings: 6pm - 2am (Night shift)

About Nysonian

Nysonian builds the next generation of global lifestyle brands; brands that inspire how people travel, move, and live. We create not just products, but experiences that empower people worldwide.

Our Fast-Growing Portfolio Includes

• NOBL Travel — redefining modern travel with design, durability, and performance
• FLO Pilates — bringing Pilates into homes and wardrobes globally
  
  

With $150M+ in revenue, 300+ teammates across 6 countries, and 1.3M+ customers worldwide, we are shaping the brands that will define the next decade.

Core Values: Winners’ Mindset | Speed with Purpose | Thoughtful Innovation | Genuineness | No Ego, Full Ownership

About The Role

We are looking for a detail-oriented and analytical QA Analyst to evaluate and improve the quality of customer service interactions, sales performance data, and customer feedback/reviews. The ideal candidate will identify trends, assess compliance with company standards, and provide actionable insights that enhance customer experience, operational efficiency, and sales effectiveness.

This role requires strong analytical skills, attention to detail, and the ability to communicate findings clearly to stakeholders across customer support, sales, and management teams.

What You Will Do

• Conduct quality evaluations across customer interactions including calls, chats, emails, and social media to ensure compliance with service standards and customer experience expectations.
• Monitor and assess sales and support team performance against KPIs, scripts, workflows, and company guidelines to identify improvement opportunities.
• Analyze sales data, customer feedback, reviews, and survey responses to uncover trends, recurring issues, conversion gaps, and customer pain points.
• Maintain accurate QA scorecards, evaluation records, dashboards, and reporting documentation with actionable performance insights.
• Provide structured feedback, coaching recommendations, and performance observations to support continuous improvement and employee development.
• Collaborate cross-functionally with customer support, sales, operations, and training teams to enhance service quality, processes, and customer satisfaction.
• Assist in developing and refining QA frameworks, SOPs, evaluation criteria, and best practices to strengthen operational consistency and quality standards.
  
  

Who You Are

• Bachelor’s degree in Business, Communications, Data Analytics, or a related field is preferred.
• Proven experience in Quality Assurance, Customer Service Analysis, Sales Operations, or similar performance-focused roles.
• Strong analytical, problem-solving, and critical thinking skills with the ability to identify trends and performance gaps.
• Hands-on experience with CRM systems, customer support platforms, QA tools, and reporting dashboards.
• Proficiency in Excel, Google Sheets, and data analysis tools for reporting, tracking, and performance evaluation.
• Excellent written and verbal communication skills with strong attention to detail and organizational abilities.
• Familiarity with QA scorecards, customer satisfaction metrics, support or sales call evaluations, and interpreting qualitative and quantitative data.
  
  

Why You’ll Love Working At Nysonian

• Competitive base salary.
• Collaborate with high-performing teams across fast-growing global brands.
• Meaningful opportunities for growth, ownership, and impact.
• A culture built on accountability, transparency, and execution.
  
  

Our Commitment

Nysonian is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, veteran status, disability, or any other legally protected characteristic. Reasonable accommodations are provided for applicants with disabilities.