Process Quality Associate – Voice (Australia Process) Company: Climax BPM

Location:
Mansarovar | Work from Office Working Days: Monday to Friday Shift: 5:00 AM–2:00 PM

Experience:
Minimum 2 years of experience in an Australian outbound voice process with an established BPO/BPM organisation, working within structured quality standards and performance-driven processes.

About the Role
Climax BPM is looking for a Process Quality Associate to evaluate and improve customer conversations within our Australian outbound lead generation process. You will review recorded calls, assess lead qualification, identify quality gaps and provide clear, practical feedback to agents. This role requires direct experience handling Australian customers and a robust understanding of their accents, expressions and conversational nuances.

Key Responsibilities
• Review and score outbound calls against defined quality standards, supporting findings with specific examples.
• Evaluate call openings, listening skills, questioning, service explanations, objection handling and call closure.
• Verify that agents establish customer interest, ask the required qualification questions and accurately record lead details in the CRM.
• Identify misleading statements, unsupported commitments, incomplete qualification and deviations from approved scripts or process guidelines.
• Provide actionable feedback to agents and review subsequent calls to track improvement.




• Analyse rejected leads and recurring errors to identify root causes, training needs and opportunities to improve scripts.
• Maintain audit records and prepare daily and weekly reports covering quality scores, common errors, lead rejection reasons and improvement progress.
• Coordinate with the reporting manager to maintain consistent scoring and escalate critical or recurring quality issues. What We’re Looking For
• Minimum 2 years of experience in an Australian outbound voice process; lead generation experience is preferred.
• Direct experience handling Australian customer calls is mandatory. Candidates must be comfortable understanding Australian accents, local expressions and conversational nuances to evaluate calls accurately.
• Hands-on exposure to call auditing, quality monitoring or providing structured feedback to agents.
• Strong English communication and listening skills, with the ability to distinguish genuine customer interest from unclear or incomplete responses.
• Understanding of lead qualification and accurate CRM documentation.
• Attention to detail and the ability to explain quality findings objectively using evidence from calls.
• Working knowledge of Excel or Google Sheets for audit tracking and reporting.
• Availability to work from our Mansarovar office, Monday to Friday, from 5:00 AM to 2:00 PM.

📌 Process Quality Associate (Jaipur)
🏢 Climax BPM®
📍 Jaipur