Role & responsibilities The Quality Reviewer (QR) for monitoring customer interactions, evaluating call quality, ensuring process compliance, identifying performance gaps, and improving the overall customer experience. Key Roles and Responsibilities 1 Quality Feedback & Coaching
- Provide timely feedback to agents based on audit observations.
- Conduct one-to-one coaching sessions for low-performing agents.
- Share examples of positive and bad calls for better understanding.
- Track agent improvement after feedback sessions.
- Escalate repeated quality failures to the Team Leader and Operations Manager. 2. Process & Compliance Monitoring
- Ensure agents follow company policies and process guidelines.
- Verify that agents provide accurate information to customers.
- Monitor adherence to mandatory disclosures and compliance statements.
- Identify instances of mis-selling, incorrect commitments, and misleading information.
- Ensure customer data confidentiality and security protocols are followed. 3. Quality Reporting & Documentation
- Prepare daily, weekly, and monthly quality reports.




- Maintain audit records and agent-wise quality scores.
- Track critical errors and repeated quality deviations.
- Share quality performance reports with Operations and Management.
- Maintain records of feedback and coaching sessions. 4. Calibration & Quality Alignment
- Participate in calibration sessions with Operations and Quality teams.
- Ensure consistency in call evaluation.
- Discuss disputed audits and provide appropriate justifications.
- Update the team on changes in quality parameters and process guidelines. 5. Customer Experience Improvement
- Identify recurring customer complaints and service gaps.
- Suggest process improvements to enhance customer satisfaction.
- Monitor call handling, professionalism, and customer engagement.
- Identify training requirements based on quality observations. Preferred candidate profile can connect with Hr Manager Vijay Jadhav (phone hidden) Email
- [email protected]

📌 Quality Analyst (Pune)
🏢 Imarque Solutions
📍 Pune