QA Executive – Customer Support

About the job

Company Overview

At Nysonian, we exist to build the next generation of global lifestyle brands—brands that inspire how people travel, move, and live. We believe the future belongs to companies that create not just products, but experiences that empower people worldwide.

From luxury travel to fitness and wellness, our portfolio is growing fast:

• NOBL Travel — one of the fastest-growing luggage brands, redefining modern travel with design, durability, and style
  
• FLO Pilates — the world's leading Pilates brand, bringing the practice into homes and wardrobes everywhere
  
• REDGE Fit — a new standard in at-home strength training, making performance accessible to all

Behind these brands is our full-stack D2C platform: manufacturing, distribution, and a growing tech team building the apps and digital infrastructure that power seamless customer experiences.

With $150M+ in annual revenue, 300+ teammates across 6 countries, and 1.3M+ customers worldwide, we've proven what's possible in just a few years. But we're only at the beginning—this is a chance to shape brands that will define the next decade.

Position Overview:

The QA Executive will be responsible for ensuring high-quality customer interactions across calls, chats, and emails. This role plays a key part in maintaining service excellence, consistency, and compliance with Nobl Travel's customer support standards. The QA Executive will independently evaluate agent performance, identify process gaps, and collaborate with team leads/ trainers to drive continuous improvement through actionable insights and training feedback.

Key Responsibilities

• Monitor and evaluate customer interactions across all communication channels (calls, chats, and emails) to ensure accuracy, professionalism, and empathy.
• Provide detailed feedback and coaching suggestions to improve agent performance and customer experience.
• Conduct calibration sessions with trainers, team leads, or managers to align QA standards and scoring consistency.
• Identify process improvement opportunities and share recommendations to optimize support workflows.
• Track and report QA performance trends, highlighting recurring issues or training needs.
• Collaborate with the training and operations teams to design targeted coaching or refresher programs.
• Maintain QA documentation, evaluation forms, and quality dashboards.
• Ensure adherence to company policies, communication guidelines, and brand voice across all interactions.

Key Requirements

• Minimum 2 years of experience in Quality Assurance within a customer or client support environment.
• Strong understanding of QA frameworks, evaluation methods, and feedback best practices.
• Familiarity with CRM or customer support tools (e.g., Zendesk, Salesforce, Gorgias, Freshdesk, or similar).
• Excellent communication, analytical, and problem-solving skills.
• High attention to detail with the ability to provide objective and constructive feedback.
• Proactive mindset with a passion for process improvement and service quality
• On-site work requirement.

Performance Indicators

Consistency and accuracy of QA evaluations (calibration score

• 90%).
• Timely completion of evaluations and feedback (within agreed SLA).
• Observable improvement in agent performance and quality scores over time.
• Contribution to training content or process improvement initiatives.
• Alignment of QA insights with customer satisfaction (CSAT) and First Contact Resolution (FCR) trends.