Location: Mohali, Punjab

Experience: 4+ Years

Role Overview

We are looking for a Call Centre Quality Manager to lead quality assurance across our call center operations. The role will be responsible for monitoring interactions, maintaining quality standards, identifying recurring issues and driving measurable improvements across teams.

The ideal candidate should have solid experience in call auditing, QA processes, BPO metrics, data analysis, Root Cause Analysis and CAPA, along with the ability to work closely with operations and training teams.

Key Responsibilities

Quality Assurance & Call Auditing

• Lead quality monitoring and auditing of customer interactions across voice, chat and email.
• Develop and maintain QA scorecards, evaluation parameters and quality standards.
• Conduct regular calibration sessions to ensure consistency in quality evaluations.
• Identify quality gaps, compliance issues and critical/fatal errors.

Performance & Data Analysis

• Track and analyse key contact-center metrics including AHT, FCR, CSAT, QA scores and compliance.




• Prepare quality reports, dashboards and performance insights for management.
• Use Excel/Google Sheets and reporting tools to identify trends and recurring issues.
• Work with operations teams to translate quality data into actionable improvements.

RCA & Process Improvement

• Conduct Root Cause Analysis (RCA) for recurring quality and performance issues.
• Identify process gaps and recommend improvements to scripts, workflows, training and customer handling.
• Monitor the effectiveness of corrective actions and ensure closure.

Systems & Compliance

• Work with call recording platforms, dialers, CRM systems and QA tools.
• Ensure quality processes comply with internal standards, policies and project requirements.
• Maintain accurate documentation of audits, evaluations, escalations and improvement plans.

Required Qualifications & Experience

• 4+ years of experience in Call Centre/BPO Quality Assurance, wi

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