- Call Auditing: Conduct regular monitoring of live and recorded calls to evaluate communication skills, technical accuracy, and adherence to scripts.
- Quality Reporting: Prepare daily, weekly, and monthly quality reports
- Calibration Sessions: Lead and participate in internal and external calibration sessions to ensure consistency in scoring across the QA team.
- Feedback & Coaching: Provide constructive, data-driven feedback to agents and team leads to improve performance and bridge skill gaps.
Preferred candidate profile
- Must be currently employed in a QA role.
- Minimum 2+ years of core experience as a Quality Analyst in a Voice Process.
- Any Graduate