Experience: 3 Years

Industry: BPO / Customer Service / Travel & Tourism

Location: Mumbai

Job Summary

We are looking for a Quality Executive with 3 years of experience in BPO, Customer Service, Quality Assurance, or related processes. The candidate will be responsible for monitoring customer interactions, conducting quality audits, identifying process gaps, and ensuring adherence to defined quality standards and SOPs.

The role will involve working closely with Operations and Team Leaders to improve team performance, customer experience, and overall process quality.

Key Responsibilities

- Monitor and evaluate customer calls and interactions to assess communication, process adherence, and service quality.
- Conduct regular quality audits for BPO, Customer Service, Sales, or Operations processes.
- Evaluate calls based on customer handling, product/process knowledge, accuracy, and compliance with company guidelines.
- Identify errors, process gaps, and areas for improvement during quality audits.
- Provide regular and constructive feedback to team members and Team Leaders.
- Prepare and maintain daily, weekly, and monthly quality reports and audit records.
- Track quality scores and identify recurring issues or performance trends.
- Coordinate with Team Leaders and Operations Managers regarding quality-related concerns.
- Conduct calibration sessions to maintain consistency in quality evaluation.
- Ensure adherence to SOPs, scripts, processes, and company guidelines.
- Monitor customer interactions and identify opportunities to improve customer experience.




- Identify training requirements based on quality observations and coordinate with the Training Team.
- Escalate reliable quality issues and process violations to the reporting manager.
- Recommend process improvements based on audit findings.
- Maintain proper documentation of audits, feedback, corrective actions, and improvement plans.

Requirements
- Minimum 3 years of experience in Quality / Quality Assurance, preferably within a BPO or Customer Service environment.
- BPO experience is preferred and candidates with strong voice-process quality experience will be considered.
- Experience in Travel & Tourism, OTA, Customer Service, Sales, or related processes will be an added advantage.
- Strong communication and interpersonal skills.
- Excellent observation and analytical skills.
- Good knowledge of MS Excel, quality reports, and data analysis.
- Ability to identify process gaps and provide clear, constructive feedback.
- Strong understanding of customer service, quality standards, and process compliance.
- Ability to work closely with Operations, Sales, Training, and Team Leaders.
- Comfortable handling multiple audits and meeting deadlines.

Key Skills

Quality Auditing | Call Monitoring | BPO Quality | Voice Process | Customer Handling | Process Compliance | SOP Adherence | Feedback & Coaching | Reporting | MS Excel | Customer Experience

Preferred Candidate

Candidates with 3 years of Quality/QA experience in BPO, Customer Service, Voice Process, Sales, or Operations will be preferred. Experience in Travel & Tourism or OTA processes will be an added advantage.

Pay: Up to ₹30,000.00 per month

Work Location: In person

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