We are hiring - Quality Lead

(Immediate Joinners Prefered)

Experience Required:
- Minimum 1 year of experience as a Quality Lead, or 2 years of experience as a Quality Analyst in a BPO/Customer Support workplace.

Roles & Responsibilities:
- Monitor and evaluate customer interactions to ensure adherence to quality standards.
- Conduct regular call audits and provide constructive feedback to agents.
- Identify performance gaps and recommend improvement plans.
- Prepare and share daily, weekly, and monthly quality reports.
- Analyze quality trends and suggest process improvements.
- Conduct calibration sessions with operations and training teams to maintain evaluation consistency.
- Ensure compliance with client guidelines, company policies,



and quality processes.
- Coordinate with operations to improve overall team performance and customer satisfaction.
- Support new process implementation and quality initiatives.
- Assist in coaching and training agents based on quality findings.

Key Skills:
- Strong communication and interpersonal skills.
- Excellent analytical and problem-solving abilities.
- Good knowledge of quality tools, KPIs, and call auditing.

Job Location - Industrial Area - Phase 8, Mohali

Share resume at [email protected]

📌 Quality Lead (Sahibzada Ajit Singh Nagar)
🏢 Aerial Telecom Solutions (ATS)
📍 Sahibzada Ajit Singh Nagar