Job Description: Quality Assurance Lead – Call Monitoring & Cold Calling
Company: iTechnolabs
Position: Quality Assurance Lead – Call Monitoring & Cold Calling
Location: Mohali
Work Mode: Work from Office
Experience: 3+ Years
Employment Type: Full time

Key ResponsibilitiesQuality Assurance & Call Monitoring• Monitor, evaluate, and audit recorded and live calls against defined quality parameters.
• Assess calls for communication skills, opening pitch, probing, active listening, objection handling, and closing techniques.
• Ensure adherence to approved calling scripts, process guidelines, and communication standards.
• Identify quality gaps, recurring errors, and areas for improvement in sales and cold-calling conversations.
• Conduct quality assessments and maintain accurate call evaluation records.
• Provide constructive feedback and coaching to improve communication quality and overall team performance.
• Identify trends through call audits and recommend corrective and preventive actions.
• Prepare daily, weekly, and monthly quality reports, scorecards,



and performance summaries.
• Track quality scores, process compliance, and improvement in individual and team performance.
• Collaborate with Sales and Business Development teams to improve calling effectiveness and customer engagement.

Cold Calling & Lead Generation• Make outbound calls to prospective clients to introduce the company's services and identify business opportunities.
• Generate qualified leads through effective communication and prospect engagement.
• Handle initial client queries professionally and manage basic objections.
• Follow up with prospects and maintain accurate call records and lead details in the CRM.
• Achieve assigned calling, follow-up, and qualified lead-generation targets.

Required Skills & Qualifications• Minimum 3 years of relevant experience in Quality Assurance, Call Monitoring, Quality Auditing, or a related role.
• Strong understanding of call quality parameters, evaluation s

📌 Senior Quality Assurance Specialist (India)
🏢 iTechnolabs
📍 India