Job Description

Experience

: Minimum 2 years of experience in quality monitoring/auditing in an international BPO or contact center (preferably for a product-based company)

Responsibilities and Duties

Monitor inbound and outbound calls, chats, and emails to evaluate agent performance against defined quality standards and customer service guidelines. Deliver timely, constructive, and actionable feedback to agents, team leaders, and managers to support continuous improvement. Maintain detailed quality scores and comments using the quality monitoring system to track performance at individual and team levels. Prepare, analyze, and present quality reports and insights to management for performance reviews and strategic decision-making. Coordinate and facilitate regular call calibration sessions with team leads, managers, and quality team members to ensure scoring consistency and alignment with quality expectations. Provide quality data and trend analyses to training, operations, and support teams to identify knowledge gaps and process improvement areas. Collaborate with trainers to support refresher training and coaching sessions for underperforming agents or those needing additional development. Evaluate processes and workflows to ensure compliance with internal quality standards and regulatory requirements. Conduct periodic audits of email and chat responses for tone, accuracy, grammar, and resolution effectiveness. Recommend updates to quality monitoring forms, SOPs, and evaluation criteria to stay aligned with evolving business goals and customer expectations.

Required Skills & Qualification:

Strong knowledge of international contact center operations and customer service best practices. Excellent verbal and written communication skills in English. Analytical mindset with attention to detail and accuracy in reporting. Proficiency in using QA and CRM tools. Good interpersonal skills with the ability to deliver constructive feedback in a supportive manner. Advanced MS Excel or Google Sheets skills for reporting and analysis. Bachelor's degree in any discipline. Participate in new hire onboarding quality sessions to instill quality expectations from the beginning. Perform additional tasks and responsibilities as assigned by the Quality Manager or leadership..
Job Types: Full-time, Permanent

Pay: ₹35,000.00 - ₹50,000.00 per month

Benefits:

Food provided Health insurance Provident Fund
Work Location: In person