QA Executive

We are seeking a detail-oriented and proactive Call Monitoring and Quality Assurance Specialist to join our team. The ideal candidate will be responsible for evaluating the performance of our Verifiers and Closers by monitoring live and recorded calls to ensure compliance with campaign scripts, quality standards, and regulatory requirements. This role involves providing constructive feedback, coaching agents to enhance their communication skills, and driving improvements in lead conversion rates. Additionally, the specialist will analyze performance data, identify operational gaps, and support the enforcement of company policies and telemarketing regulations to maintain high-quality service delivery.

Key Responsibilities

- Call Monitoring & Auditing: Regularly review live and recorded calls to assess adherence to campaign scripts, quality guidelines, and compliance standards. Ensure that all interactions meet the company’s expectations for professionalism and accuracy.

- Feedback & Coaching: Conduct ongoing feedback sessions and training workshops aimed at improving agents’ pitch effectiveness, objection handling, and overall lead conversion performance. Collaborate with team members to foster continuous development.

- Performance Reporting: Maintain detailed records of quality scores and identify recurring errors or operational inefficiencies. Prepare and submit daily and weekly performance analysis reports to campaign management, highlighting areas for improvement.

- Process & Script Compliance: Enforce strict adherence to company policies, telemarketing regulations, and ensure accurate data entry within the CRM system. Work closely with call center teams to uphold compliance and maintain data integrity.

Required Qualifications

- Proven experience in call monitoring, quality assurance, or a related role within a call center environment.
- Strong understanding of telemarketing regulations and compliance requirements.
- Excellent communication and interpersonal skills, with the ability to provide clear and constructive feedback.
- Proficiency in using CRM software and call monitoring tools.
- Analytical mindset with the ability to interpret performance data and generate actionable insights.
- Detail-oriented with strong organizational and reporting skills.

Preferred Qualifications and Benefits

- Prior experience working with sales teams, particularly in roles involving Verifiers and Closers.
- Ability to conduct training sessions and coach agents effectively.
- Competitive salary package of up to Rs100,000 per month.
- This position requires in-person attendance at the designated work location, fostering close collaboration with the team.

If you are passionate about maintaining high-quality customer interactions and driving continuous improvement within a dynamic call center environment, we encourage you to apply for this role.