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
Positive 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 setting.

• 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