Quality Assurance Specialist

Position Overview

We are looking for a smart and detail-oriented Quality Assurance (QA) Specialist to monitor and improve call center performance. The ideal candidate will ensure that customer interactions consistently meet company standards, compliance requirements, and deliver exceptional customer satisfaction.

Candidate Profile

Education: Graduate/HSC in any discipline

Experience: 2–5 years in call center QA or customer service quality monitoring.

Key Responsibilities

Quality Monitoring

• Evaluate inbound and outbound calls, chats, and emails against defined quality parameters.
• Ensure adherence to compliance, process guidelines, and customer service standards.
• Identify performance gaps and provide actionable insights to management.
• Maintain QA scorecards, reports, and dashboards to track agent and team performance.

Process Improvement

• Recommend enhancements to scripts, workflows, and customer interaction processes.
• Collaborate with team leaders to implement corrective actions.
• Share insights from QA audits to improve efficiency and customer satisfaction.

Reporting & Feedback

• Prepare detailed QA reports highlighting trends, strengths, and areas of improvement.
• Provide constructive feedback to supervisors for coaching agents.
• Escalate recurring issues to management for resolution.

Skills:

• Strong analytical and problem-solving abilities.
• Excellent communication and Personality

Job Type: Full-time

Pay: ₹600,000.00 - ₹700,000.00 per year

Benefits:

• Health insurance
• Paid sick time
• Paid time off
• Provident Fund

Application Question(s):

• What is your Current CTC
• What is your Expected CTC.
• What is your Notice Period, if immediate the what is LWD.

Experience:

• Quality assurance: 2 years (Required)

Work Location: In person