Posted 6 days ago 20 views
The Quality Assurance Executive plays a critical role in maintaining high standards of customer service by evaluating call quality and ensuring Customer Service Representatives (CSRs) adhere to the company’s and client’s quality values and methodologies. This position involves detailed monitoring, reporting, and analysis to support continuous improvement in call center performance and customer satisfaction.
Key Responsibilities
- Monitor 20 to 30 calls daily to assess adherence to quality standards.
- Prepare daily, weekly, and monthly reports along with other communication materials to highlight quality metric achievements and identify areas for improvement.
- Input and manage data in quality measurement databases to capture, analyze, and provide accurate and timely reporting on call center performance.
- Identify training needs and communicate these to department management and trainers for appropriate action.
- Actively participate in refining and evolving the quality attribute documentation.
- Recommend necessary changes to the evaluation process to enhance effectiveness.
- Develop scripts and resources for agents when requested or required to support their performance.
- Provide detailed feedback on evaluations to assist managers in coaching and development efforts.
- Follow up on identified issues to ensure timely resolution.
- Contribute to QA scorecard evaluations used during monthly, quarterly, and annual performance reviews.
Required Qualifications
- Bachelor’s degree is preferred, though candidates with intermediate education may also apply.
- 2 to 3 years of relevant experience in quality assurance or a related field.
- Excellent communication skills, both written and verbal, are essential.
- Ability to work collaboratively as a team player.
Preferred Qualifications and Benefits
- This is a full-time, in-person position.
- The monthly salary range is Rs60,000 to Rs70,000.
This role offers an opportunity to contribute directly to the quality and efficiency of customer service operations, supporting both agent development and overall organizational goals. Candidates who are detail-oriented, proactive, and committed to quality improvement will find this position rewarding.
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