Quality Manager - Voice ProcessJob SummaryWe are looking for a Quality Auditor with strong BPO/call-center experience to monitor and evaluate customer interactions, improve call quality, and support the team in achieving business and conversion targets. The role will involve auditing calls, identifying performance gaps, providing actionable feedback, and tracking day-to-day team efficiency on the floor.

Key Responsibilities

- Conduct regular audits of inbound/outbound calls to assess quality, compliance, communication, and process adherence.
- Evaluate calls based on defined quality parameters, SOPs, and quality scorecards.
- Identify gaps in agent performance and provide constructive, actionable feedback.
- Work closely with Operations Managers to improve call quality, conversion rates, and overall productivity.
- Track and report daily team efficiency, productivity, and quality performance.
- Identify recurring issues, process gaps, and training requirements through call audits.
- Conduct calibration sessions with Operations and Training teams to maintain consistent quality standards.
- Share regular quality reports, insights, and performance trends with management.
- Monitor adherence to call scripts, customer handling standards, compliance requirements, and process guidelines.
- Support initiatives aimed at improving customer experience and business conversions.




- Participate in coaching sessions and recommend corrective actions for consistently underperforming agents.
- Maintain accurate audit records and ensure timely completion of assigned quality audits.

Required Skills & Qualifications

- 3–5 years of experience in Quality Auditing/Quality Analyst roles within a BPO, call center, telesales, or customer service environment.
- Robust understanding of call quality monitoring and BPO operations.
- Experience in auditing calls and working with quality scorecards/KPIs.
- Good analytical and problem-solving skills.
- Strong communication and feedback skills.
- Ability to identify performance gaps and recommend improvement actions.
- Good knowledge of Excel/Google Sheets and preparation of performance reports.
- Ability to work closely with Operations, Training, and Team Leaders.
- Strong attention to detail and ability to manage audits within defined timelines.

Key Performance Indicators (KPIs)

- Call Quality / Quality Audit Score
- Audit Accuracy and Timeliness
- Conversion Improvement
- Agent Performance Improvement
- Process & Script Adherence
- Customer Experience Scores
- Team Productivity/Efficiency
- Reduction in Quality & Process Errors

Preferred Candidate ProfileThe ideal candidate should have a BPO/call-center background, strong listening and analytical skills, and the ability to translate call-quality observations into measurable improvements in agent performance, conversions, and target achievement.

📌 Quality Manager (India)
🏢 Circle Health
📍 India