Monitor and evaluate counsellor calls to ensure quality, compliance, communication standards, and customer satisfaction.
Key Responsibilities -
- 1. Monitor recorded/live calls.
- 2. Evaluate calls using QA scorecards.
- 3. Provide feedback and coaching.
- 4. Identify training needs.
- 5. Prepare QA reports.
- 6. Ensure process and compliance adherence.
- 7. Work with managers to improve performance.
Requirements
- Graduate in any discipline.
- 1–3 years in Call Quality/QA/BPO/Customer Support.
- Excellent communication skills.
- Knowledge of MS Excel and reporting.
- Attention to detail and analytical skills.
Preferred : Experience in Education, EdTech, Counselling, or BPO quality processes.
Pay: ₹20,000.00 - ₹30,000.00 per month
Perks:
- Commuter assistance
- Health insurance
- Provident Fund