Carrum Mobility Solutions Private Limited is a fleet management company operates in
Bangalore, Hyderabad, Mumbai and Delhi. We have headoffice in Gurgaon, Haryana
India.
Job Title: Telecaller QA
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 recent ideas
Creative and adaptable approach to quality improvement
Knowledge of reporting tools and proficiency in MS Excel
Perks:
– Competitive salary
– Possibilities for career development and advancement
– Health insurance
– Versatile work schedule
Pay: ₹18,000.00 - ₹25,000.00 per month
Benefits:
Cell phone reimbursement
Commuter assistance
Health insurance
Internet reimbursement
Leave encashment
Life insurance
Paid sick time
Paid time off
Provident Fund