We are looking for a Quality Consultant (QC) to monitor and evaluate customer service interactions to ensure compliance with quality standards and deliver an excellent customer experience. The ideal candidate will provide constructive feedback, identify improvement opportunities, and support continuous performance enhancement.

Key Responsibilities

Monitor and audit inbound and outbound customer service calls, emails, and chats.

Evaluate interactions based on predefined quality parameters.

Provide timely feedback and coaching to customer service associates.

Prepare quality reports and share performance insights with stakeholders.

Identify trends, process gaps, and training needs.

Ensure adherence to company policies, SOPs, and compliance requirements.

Participate in calibration sessions to maintain scoring consistency.





Work closely with Operations and Training teams to improve service quality.

Eligibility

Minimum 6 months of experience as Voice Support Executive in international process in a BPO/customer service environment.

Candidates with at least 1.5 year of customer service experience ( domestic voice process) can also apply.

Strong communication and analytical skills.

Valuable understanding of quality tools, audit processes, and customer service metrics.

Proficiency in MS Excel and reporting.

Preferred Skills

Attention to detail.

Coaching and feedback skills.

Problem-solving ability.

Time management.

Team collaboration.

Salary: As per company standards

Employment Type: Full-time

HR: Ayush Khatri

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📌 Quality Consultant (Gurugram)
🏢 Bill Gosling
📍 Gurugram