Job highlights

- Experience in call monitoring, call quality, and call audit with solid leadership skills
- Lead QA team operations, monitor and audit calls, coach analysts, manage attrition, and drive process improvements

Key Responsibilities Team Leadership & Operations
- Maintain discipline in login/logout, breaks, and schedules.
- Set clear daily/weekly/monthly targets for QA monitoring and reporting.
- Handle escalations by ensuring accurate and compliant resolutions.
- Coach and mentor QA analysts, conducting regular performance reviews.
- Manage attrition and shrinkage through retention strategies and staffing support.

Quality Assurance & Monitoring
- Monitor customer calls and interactions using evaluation forms.
- Audit team calls regularly to identify improvement areas and ensure compliance.
- Provide actionable insights to improve agent performance and customer experience.




- Facilitate call calibration sessions to align evaluation standards.
- Lead process improvement projects to streamline QA workflows and reduce disputes.
- Create and revise QA procedures, checklists, and job aids for consistency.
- Ensure audit ratings and quality benchmarks improve month-on-month.

Performance & Reporting
- Track conversion percentages and collection efficiency through QA insights.
- Analyze QA data to identify trends, risks, and opportunities for optimization.
- Prepare reports and present updates on audit ratings, compliance, and team performance.
- Collaborate with collections and operations teams to ensure seamless customer experiences

📌 Assistant Team Lead - Quality Analyst (Bengaluru)
🏢 HRassistance India Consultancy
📍 Bengaluru