Job Description: Quality Auditor – Team Lead

Experience: Minimum 3–4 years

Languages: Hindi and English required; Punjabi preferred

Joining: Immediate joiners preferred

Job Summary

We are seeking an experienced Quality Auditor – Team Lead to monitor call quality across call centre and Quality Assurance (QA) teams. The candidate will be responsible for evaluating calls, identifying performance gaps, preparing improvement briefs, and maintaining accurate audit records. Experience with politically oriented campaigns will be an advantage.

Key Responsibilities

• Audit a minimum of 30 call center agent calls and 10 QA agent calls per day.
• Evaluate calls for communication quality, script adherence, accuracy, professionalism, and compliance with campaign guidelines.
• Prepare detailed feedback briefs for the following day, highlighting errors, improvement areas, and corrective actions.
• Monitor QA agents’ evaluations to ensure accuracy and consistency in quality standards.
• Maintain audit trackers, agent scorecards, and quality reports independently.
• Prepare daily, weekly, and monthly reports to identify performance trends and recurring issues.
• Coordinate with team leaders and management to implement quality improvements.

Required Qualifications & Skills

• Minimum 3–4 years of experience in quality auditing, call monitoring, QA, or call center operations.
• Proficiency in MS Excel, including formulas, filters, pivot tables, and reporting.
• Strong analytical, listening, documentation, and communication skills.
• Ability to manage audit targets, maintain accurate records, and meet deadlines independently.
• Good organizational and team coordination skills.
• Familiarity with political campaigns or political communication is preferred.

How to Apply

Interested candidates are requested to share their updated CV at mailto:[email protected].