jOB DESCRIPTION
Calibration discipline: Obsesses over scoring consistency across the team. Runs regular calibration sessions seamlessly and treats scoring drift as a problem to fix rapid.
2. Relevant experience: Has done the frontline support work being measured, plus QA methodology and people leadership.
3. The right things measured: Doesn't just enforce the scorecard. Questions whether it captures what actually moves CSAT, FCR, and customer experience, and adjusts when it doesn't.
4. Coaching over policing: Treats QA as the function that makes agents better, not a violations tracker. Agents should experience QA as helpful.
5. Influence without authority: Backs every ask with a clear read of the numbers. Uses data and persuasion to drive change, including across teams they don't directly manage.
6. Turns observations into signal: Looks at scored conversations and surfaces the story, not just one-off anecdotes, so we know where to focus.
7. Leads and aligns the team: Keeps auditors working

Pay: ₹40,000.00 - ₹45,000.00 per month

Work Location: In person

📌 Quality Analyst (India)
🏢 programming.com
📍 India