Job Description

Monitoring & Evaluation

: Listen to calls, to score agent performance on tone, process adherence, and resolution.

Feedback & Coaching

: Provide real-time and scheduled feedback, coaching agents on errors and best practices.

Compliance & Standards

: Ensure agents follow company policies, client standards, and regulatory rules.

Process Improvement

: Identify root causes of issues and help develop solutions/training to fix them (e.g., data entry errors, recurring complaints).

Auditing

: Participate in internal audits (BAU, compliance).

Essential Skills & Qualifications

Skills

: Strong analytical, communication (written/verbal), time management, and multitasking abilities; detail-oriented, with active listening and problem-solving.

Experience

: Previous experience in a BPO/Call Center QA role is often required.

Education

: A Bachelor's degree or equivalent experience.

Tools

: Familiarity with call center software and quality assurance tools.

Experience Required:

2-4+ years in a call center setting, with duties including auditing, performance reporting and calibration sessions.

Job Type: Full-time

Pay: ?21,000.00 - ?25,000.00 per month

Benefits:

Health insurance Leave encashment Life insurance Paid sick time Paid time off Provident Fund
Work Location: In person