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 transparent 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