Job Description:

Job Title: Telecaller QA

Office Location:- Flat no. 501, 5th floor, sai Ganesh Towers Road No.-27, Back side of Annapurna Mess Ayyappa Society, Madhapur, Hyderabad 500081
Office Location:- A-2wing, 3rd floor 3004, Oberoi Garden Estate, Chandivali Andheri East

Job Description:

We are looking for a motivated and detail-oriented Telecaller QA to monitor, evaluate, and enhance the performance of customer-facing call teams. This role plays a key part in maintaining service quality, coaching telecallers, and ensuring consistent adherence to client SLAs.

Key Responsibilities:

Call Quality Monitoring:
- Monitor live and recorded calls to ensure adherence to client and process standards
- Conduct regular audits to check communication quality, script compliance, and accuracy
- Perform quality checks across all stages of the telecalling process
- Participate in internal and external call calibrations

Reporting & Feedback:
- Provide 100% actionable feedback to agents based on performance gaps




- Prepare daily/weekly/monthly QA reports and share insights with internal stakeholders
- Ensure documentation of quality scores and areas of improvement

Team Briefings & Coaching:
- Conduct briefing sessions on call quality metrics and customer handling etiquette
- Support team leaders in driving adherence to quality KPIs
- Work closely with telecaller teams to achieve qualitative client-defined goals

Essential Skills Required:
- Confident, positive body language with a solution-driven attitude
- Willingness to take on process challenges and explore new ideas
- Creative and flexible approach to quality improvement
- Knowledge of reporting tools and proficiency in MS Excel

Perks:

– Competitive salary
– Possibilities for career development and advancement
– Health insurance
– Flexible work schedule

📌 Telecaller QA (Mumbai)
🏢 RECEX
📍 Mumbai