Job Description:

Job Title

Quality Analyst – VRM (Outbound Processes)

Role Summary

The Quality Analyst (QA) will monitor and evaluate outbound VRM (Virtual Relationship Manager) interactions to ensure compliance, proper financial advisory, and superior customer experience. The role focuses on identifying performance gaps, reducing risk, and coaching agents to optimize conversion and service quality.

Key Responsibilities
Call Monitoring: Evaluate a defined quota of outbound calls daily to ensure adherence to scripts, compliance regulations, and defined processes.
Quality Scoring: Grade calls using a specific scorecard, measuring parameters such as product accuracy, tone, objection handling, and customer verification.
Compliance Adherence: Ensure regulatory and internal guidelines (e.g., Do-Not-Call (DNC) lists, disclosure statements, and data protection) are strictly followed.
Feedback & Coaching: Conduct 1-on-1 coaching sessions and provide constructive, data-driven feedback to VRMs to improve their call handling and service delivery.




Calibration: Participate in regular calibration sessions with team leaders and managers to align on grading standards and scoring consistency.
Reporting: Generate daily, weekly, and monthly QA reports, highlighting agent performance trends and systemic process issues.
Root Cause Analysis: Analyze customer dissatisfaction (CSAT) scores and quality lapses, then recommend actionable process or script improvements.

Qualifications
Experience: years of experience in Call Center Quality Assurance, preferably in an outbound voice or VRM process.
Education: Bachelor’s degree in Business Administration, Finance, or a related field.
Skills: Solid analytical abilities, excellent active listening, and proficiency in MS Excel/CRM platforms.
Knowledge: Familiarity with compliance, call monitoring software, and regulatory requirements (e.g., KYC, banking/insurance compliance).

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