Role & responsibilities

- Conduct call audits to evaluate communication, customer experience, compliance, and process adherence
- Identify and flag deviations from quality parameters and suggest corrective actions
- Share constructive feedback with agents to improve call handling and service delivery
- Track and report quality scores and agent performance data regularly
- Collaborate with Team Leaders and Trainers to support performance improvement plans
- Participate in calibration sessions with internal and client teams
- Maintain quality dashboards, audit logs, and documentation in a timely and accurate manner
- Stay updated on project-specific KPIs and quality requirements
- Assist in process improvement initiatives to enhance customer satisfaction and efficiency

Preferred candidate profile

- Strong experience in inbound international contact center operations




- Deep understanding of international contact center metrics (AHT, CSAT, FCR, Quality %, etc.)
- Hands-on experience in call monitoring and voice quality audits
- Proficient in applying the 7 QC tools
- Good exposure to Six Sigma methodologies
- Robust analytical and reporting skills, with proficiency in MS Excel and quality tools
- Excellent communication, coaching, and interpersonal skills
- Ability to work independently and collaborate across teams

Experience:

• Minimum of 4 years experience in a quality assurance role within a contact center environment.

• At least 1 year of experience as a quality analyst

• Experience in an international voice contact center is highly desirable.

📌 Quality Specialist (Indore)
🏢 Mount Talent Consulting
📍 Indore