Location: Ahmedabad (Work From Office, Night Shift)
Employment Type: Full time
Salary: ₹35,000 per month

Job Summary

We are looking for a detail-oriented Call Quality Assurance Specialist to monitor, evaluate, and improve the quality of customer interactions. The ideal candidate will review recorded calls, assess agent performance against quality standards, provide actionable feedback, and help drive continuous process improvement while ensuring compliance with company policies.

Key Responsibilities

Call Quality Monitoring
- Review and evaluate recorded customer calls using predefined QA scorecards.
- Assess communication skills, compliance, accuracy, empathy, and overall customer experience.
- Ensure audit targets and quality review deadlines are consistently met.
- Identify quality gaps and recommend corrective actions.
- Maintain objective and unbiased evaluations.

Call Recording & Documentation
- Monitor call recording systems for quality and completeness.
- Maintain accurate records of all audits and evaluations.
- Report recording or technical issues to relevant teams.




- Ensure confidentiality of customer information and recordings.

Performance Analysis & Reporting
- Track quality metrics such as call handling, compliance, resolution, and customer satisfaction.
- Prepare weekly and monthly QA reports.
- Identify trends and recurring issues affecting service quality.
- Share insights with management to improve team performance.

Feedback & Coaching Support
- Provide constructive feedback to agents based on audit findings.
- Highlight strengths and improvement areas.
- Support team leaders with coaching recommendations.
- Recognize high-performing agents and encourage best practices.

Compliance & Quality Standards
- Ensure all calls comply with company policies and regulatory guidelines.
- Maintain complete documentation of audit findings.
- Support internal quality and compliance audits.
- Follow established QA processes and procedures.

Quality Systems

📌 Quality Analyst (Ahmedabad)
🏢 Aivra Health
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