Quality Executive- Calls

Job Description

Job Summary: The Call Quality Executive is responsible for monitoring and evaluating the quality of inbound and outbound calls handled by customer service representatives. This role ensures that calls meet pre-established quality standards, company policies, and customer service expectations. The goal is to improve customer satisfaction and ensure compliance with internal processes and regulatory requirements. Key Responsibilities: Monitor live or recorded customer calls to assess the service quality provided. Evaluate performance against quality assurance standards using scoring guidelines. Provide actionable feedback to customer service agents to improve service delivery. Identify trends, process gaps, and training needs through call audits. Collaborate with team leaders, trainers, and managers to enhance team performance. Prepare detailed quality reports and present findings to management. Assist in the development of quality assurance policies and procedures. Ensure adherence to compliance, regulatory, and organizational standards. Participate in calibration sessions to align quality standards across evaluators. Recommend process improvements to enhance customer experience. Required Skills and Qualifications: Bachelor’s degree or equivalent experience. 1–3 years of experience in a call center or customer service environment. Strong analytical and listening skills. Excellent written and verbal communication skills. Proficiency in using call monitoring systems and CRM software. Ability to handle confidential information with integrity. Attention to detail and a high level of accuracy. Strong interpersonal and coaching skills. Job Types: Full-time, Permanent Pay: ₹25,000.00 - ₹30,000.00 per month Benefits: Health insurance Provident Fund Schedule: Day shift Language: Hindi (Preferred) English (Preferred) Work Location: In person