Job Summary We are seeking an experienced Senior Quality Auditor to monitor call quality, audit Quality Analysts' evaluations, manage calibration, and support continuous improvement across call center operations. The role requires strong skills in quality auditing, team coordination, reporting and dashboard preparation, and training and development. Experience in political campaigns, public outreach, or high-volume calling operations will be an advantage.

Call Auditing & QA Evaluation

Audit a minimum of 30 call center agent calls and 10 QA evaluations per day, assessing script adherence, communication, accuracy, professionalism, and campaign compliance.

Review QA analysts' scoring for accuracy and consistency; Maintain audit records and scorecards, and provide clear, actionable feedback to agents, QA analysts, and team leaders.

Calibration & Quality Standards

Plan and conduct regular calibration sessions with QA analysts and operational stakeholders to align scoring and interpretation of quality parameters.

Team Management, Training & Development

Coordinate day-to-day quality team activities, allocate audit work, monitor targets and individual performance, and support team accountability.

Coach QA analysts and agents on recurring gaps, and conduct induction and process training for new hires and refresher training for existing employees.

Develop or update training materials and assess effectiveness through follow-up audits and quality score improvements.

Reporting, MIS & Continuous Improvement





- Prepare accurate daily, weekly, and monthly MIS reports and dashboards covering agent quality scores, QA accuracy, audit coverage, critical errors, calibration discrepancies, and training outcomes.
- Use Excel, pivot tables, lookup functions, charts, and other reporting tools to analyse trends and present actionable insights to management.
- Conduct root-cause analysis of recurring issues, recommend corrective actions, and track improvements with operations and team leaders.
- 3–5 years of experience in quality assurance, call auditing, call monitoring, or call centre operations.
- Hands-on experience auditing agent calls and evaluating QA analysts' assessments.
- Solid understanding of calibration, scoring frameworks, quality standards, and evaluation consistency.
- Experience managing or mentoring a team of quality analysts and delivering training or coaching.
- Proficiency in MS Excel and preparation of MIS reports, scorecards, and performance dashboards.
- Preferred Experience
- Experience in political campaigns, public outreach, voter engagement, or political communication.
- Exposure to high-volume outbound calling, CRM/call-recording systems, and structured quality monitoring.
- Key Performance Expectations
- Achievement of audit targets and accuracy of QA evaluations.
- Timely, accurate reporting and clear performance insights.
- Improvement in agent quality scores, training effectiveness, and closure of recurring quality gaps.

📌 Senior Quality Assurance Auditor (Sahibzada Ajit Singh Nagar)
🏢 DesignBoxed
📍 Sahibzada Ajit Singh Nagar