A1 to A2
• Average PMI (last 6 months)/PMS rating 3 and above
• Min 1 year in current role
• No Warning Letter issued in the past 3 months
• Mandatory E-learning courses certified wherever applicable Responsibilities
• Responsibilities
• To monitor and evaluate the performance of the CCEs and suggest their improvement areas
• To provide feedbacks to the CCEs based on the internal / external audits to improve the CCEs performance on the call and to identify training needs.
• To take part in calibrations with the client, OPS, Training and help to resolve the disputes.
• To ensure the process is meeting Client KPIs such as CSAT and Quality scores
• To conduct Quality sessions to share areas of improvements based on the feedback of audits.
• Mock call and OJT certification of Recent Hire Batches
• Ensure higher Client satisfaction scores
• Identification of root causes and preparing Corrective actions




• To give inputs to the CCEs on their improvement areas
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• Key Deliverables
• Call audits as per plan, achieving quality levels as per KPI standards Qualifications
• Monitor sales calls and evaluate them against quality parameters.
• Conduct regular call audits and provide accurate quality scores.
• Deliver timely feedback and coaching to agents.
• Identify performance gaps and recommend process improvements.
• Analyse quality trends and prepare daily, weekly, and monthly QA reports.
• Collaborate with Operations and Training teams to improve sales performance.
• Participate in calibration sessions to maintain scoring consistency.
• Track action plans and monitor improvement in agent performance.
• Ensure compliance with company policies, client guidelines & regulatory requirements.

📌 Quality Executive (Pune)
🏢 Digitide Solutions
📍 Pune