Customer Support Quality Analyst

Location: Pune, India; Remote India
Department: Support

Point Wild helps customers monitor, manage, and protect against the risks associated with their identities and personal information in a digital world. Backed by WndrCo, Warburg Pincus and General Catalyst, Point Wild 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!

Location: Pune, India

Work Arrangement: This is a 100% on-site position in Pune, India. Applicants must currently be based in Pune. Relocation assistance is NOT available.

About the Role:

We’re looking for a detail-oriented and analytical Customer Support Quality Analyst to join our team in Pune, India.

You’ll review and score customer interactions across phone, email, and live chat, ensuring they meet our quality standards and deliver a positive customer experience. You’ll identify trends, highlight areas for improvement, maintain accurate quality records, and work closely with the Support Team and UK Head Office.

Full training on our quality framework and internal processes will be provided. Previous QA experience is beneficial but not essential.

Your day-to-day:

• Review and score customer interactions against established quality standards.
• Identify errors, recurring issues, and opportunities to improve customer service.
• Record assessment results accurately and contribute to quality reporting.
• Share findings and support constructive feedback and continuous improvement.
• Participate in quality calibration sessions to ensure consistent and fair scoring.
• Work collaboratively with Support Team Leads, managers, and UK based colleagues.

What you bring to the table:

• At least 1 year of experience in customer service, support, administration, or quality assurance.
• Excellent attention to detail and strong written and spoken English.
• An objective, methodical approach to reviewing information.
• Good organizational, analytical, and time-management skills.
• Confidence using computer systems, spreadsheets, and digital tools.
• A proactive attitude, willingness to learn, and ability to work independently and as part of a team.

It would be great if you also had:

• Contact centre experience, call monitoring or quality scoring.
• Familiarity with QA tools such as Scorebuddy, Klaus or EvaluAgent
• Experience working with international teams.
  
  

Important Location Requirement:

This is a 100% on-site position in Pune, India. Applicants must currently be based in Pune. Relocation assistance is not available.

As part of Point Wild, you will:

Solve real customer problems. Point Wild’s point solutions allow consumers to address their immediate cyber protection needs. Our mandate is to continuously anticipate our customers’ evolving digital security needs to create best-in-class solutions aimed at keeping them safe.

See your impact. We are a scrappy, nimble organization where individual contributions are needed and valued. You will see your impact every day.

Accelerate your career.  As we expand, you will have the opportunity to learn new technologies, products, and markets in a fast-paced, growth-oriented environment.

Most importantly, you’ll get to work with other talented people at a company where people matter. If you want to put your fingerprint on an organization and leapfrog your growth, this is the place for you.

In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on race, color, ancestry, national origin, religion, age, gender, marital domestic partner status, sexual orientation, gender identity, disability status, or veteran status. Above and beyond discrimination or harassment based on “protected categories,” Point Wild is committed to being an inclusive community where all feel welcome. Whether blatant or hidden, barriers to success have no place at Point Wild.

Important privacy information for United States based job applicants can be found here.