Posted Oct 23, 2026 28 views
The Quality Assurance Executive is responsible for maintaining and enhancing the quality standards of Customer Service Representatives (CSRs) by closely monitoring their performance and ensuring compliance with both company and client expectations. This role involves evaluating call quality, identifying areas for improvement, and collaborating with management and training teams to drive continuous service enhancement. The position requires detailed reporting, data management, and active participation in refining quality assurance processes to support overall operational excellence.
Key Responsibilities
- Monitor 20 to 30 calls daily to evaluate adherence to established quality standards.
- Prepare comprehensive daily, weekly, and monthly reports that highlight quality metrics and identify opportunities for improvement.
- Manage and input data into quality measurement databases to ensure accurate and timely reporting on call center performance.
- Identify training needs based on call evaluations and communicate these to department management and training teams for appropriate follow-up.
- Participate in the development and ongoing refinement of quality attribute documentation to maintain relevance and effectiveness.
- Recommend and implement improvements to the evaluation process to increase accuracy and efficiency.
- Develop scripting and resource materials for agents as needed to support enhanced performance.
- Provide detailed feedback on evaluations to assist managers in coaching and development efforts.
- Follow up on identified issues to ensure timely resolution and continuous quality improvement.
- Contribute to QA scorecard evaluations used during monthly, quarterly, and annual performance reviews.
Required Qualifications
- Bachelor’s degree preferred; candidates with Intermediate education may also be considered.
- 2 to 3 years of experience in quality assurance or a related field.
- Strong written and verbal communication skills.
- Ability to work collaboratively within a team environment.
Preferred Qualifications and Benefits
- This is a full-time, on-site position requiring availability for night shifts.
- The salary range for this role is Rs 70,000 to Rs 80,000 per month.
- The position offers the opportunity to play a key role in improving customer service quality while working in a supportive and collaborative environment focused on continuous improvement.
This role is ideal for professionals looking to contribute meaningfully to customer service excellence through detailed quality assurance practices and teamwork.
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