Quality Assurance Executive

A Call Center Quality Assurance (QA) Specialist monitors, evaluates, and scores agent interactions (calls, chats, emails) to ensure compliance with company standards and improve customer experience. They provide feedback, coaching, and analytical reports on KPIs like CSAT and average handling time to enhance performance. Key Responsibilities Interaction Monitoring: Evaluate a set number of recorded or live calls/chats per agent weekly. Quality Scoring: Grade interactions based on a standardized scorecard (compliance, empathy, accuracy). Feedback & Coaching: Provide constructive, actionable feedback to agents and managers to improve skills. Calibration Sessions: Participate in meetings with team leads to ensure consistent evaluation standards across the center. Trend Analysis: Identify common errors, training gaps, and process issues, then report findings to management. Required Skills & Qualifications Experience: Previous experience as a call center agent (frontline) or in a customer service QA role. Communication: Excellent verbal and written communication skills for delivering constructive feedback. Analytical Skills: Ability to analyze data, identify trends, and understand key performance metrics. Attention to Detail: High capability for identifying compliance risks or minor procedural errors. Technical Proficiency: Familiarity with CRM systems, call recording software, and MS Office/Google Workspace. Common Performance Metrics Used CSAT (Customer Satisfaction Score): Ensuring high service satisfaction. FRT (First Response Time): Measuring efficiency. FCR (First Call Resolution): Measuring problem resolution effectiveness. Compliance Score: Adherence to legal and company policies. This role is often seen as a career step up from the front line, offering a, in some cases, less stressful work environment that still focuses on operational excellence. Experience: 5 – 6 years Industry- Call Center/Fintech/BP

Pay: ₹30,000.00 - ₹35,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Work Location: In person