Role Overview

The Quality Assurance & Quality Check Officer is responsible for evaluating customer interactions across sales support, chat support, email support, and call-based communication. The role ensures that all customer-facing teams adhere to quality standards, process guidelines, and compliance requirements. The QA Officer will monitor calls, review chat and email conversations, identify areas of improvement, and share actionable feedback to enhance overall customer experience and team performance.

Key Responsibilities

1. Quality Monitoring & Auditing

Conduct daily, weekly, and monthly audits of inbound/outbound calls, chat conversations, and email responses.

Evaluate customer interactions based on predefined quality parameters and scorecards.

Identify non-compliance issues, communication gaps, and process deviations.

Maintain accurate QA reports and dashboards.

2. Feedback & Coaching

Share constructive feedback with team members and team leads.

Conduct one-on-one coaching sessions to address performance gaps.

Suggest process improvements based on audit findings.

3. Process Improvement & Insights

Collaborate with Operations, Training, and Sales teams to improve SOPs.

Highlight recurring customer issues, product concerns, or user experience challenges.

Recommend workflow or script enhancements to optimize customer service quality.

4. Reporting & Documentation





Prepare weekly/monthly QA summaries and MIS reports.

Maintain detailed audit logs, compliance checklists, and process documentation.

Ensure adherence to regulatory and organizational quality standards.

5. Compliance & Standards

Ensure customer interactions comply with company policies, quality guidelines, and data protection norms.

Support internal and external quality audits as required.

Key Skills & Competencies Required

Solid analytical and observation skills.

Excellent verbal and written communication skills.

Ability to evaluate tone, clarity, accuracy, and empathy in interactions.

Knowledge of quality monitoring tools (QM tools, CRM dashboards, etc.).

Good understanding of sales processes and customer service workflows.

Ability to work under pressure and handle multiple audits daily.

Proficiency in MS Excel, reporting, and documentation.

Customer Service or Communication certification.

Training & Development certifications.

Experience:

1–3 years experience as a Quality Analyst / QC Officer in BPO, customer support, sales support, or similar role.

Experience in call auditing, email review, and chat quality monitoring is highly preferred.

Pay: From ₹35,000.00 per month

Benefits:

- Paid sick time
- Provident Fund

Work Location: In person

📌 Quality Assurance & Quality Check Officer (India)
🏢 Mushroom World Group
📍 India