Assistant QA Call Evaluation officer

We are looking for a detail-oriented Assistant QA Call Evaluation Executive to join our Quality Assurance team. In this role, you will be responsible for monitoring and evaluating inbound and outbound calls to ensure they meet our company’s high standards of service, compliance, and professionalism. You will play a vital role in identifying performance gaps and providing the necessary feedback to help our frontline agents succeed.

Key Responsibilities

• Call Monitoring: Conduct daily audits of recorded and/or live calls to evaluate communication quality, script adherence, and technical accuracy.
• Scoring & Evaluation: Grade calls based on predefined rubrics and Key Performance Indicators (KPIs) such as First Call Resolution (FCR) and Customer Satisfaction (CSAT).
• Feedback & Coaching: Provide constructive, written, and verbal feedback to agents to help improve their performance and soft skills.
• Data Reporting: Maintain accurate logs of evaluation results and assist in preparing weekly/monthly quality reports for management.
• Trend Analysis: Identify recurring issues or "pain points" in customer interactions and suggest process improvements.
• Calibration: Participate in regular calibration sessions with the QA team to ensure consistency in scoring across the department.

Requirements & Qualifications

• Experience: 1–2 years of experience in a call center environment (Customer Service or Sales). Prior experience in a QA
• Education: High School Diploma or equivalent; Bachelor’s degree preferred.
• Communication: Exceptional verbal and written communication skills in English
• Analytical Skills: Strong attention to detail with the ability to spot subtle errors in tone, compliance, or procedure.
• Tech Savvy: Proficiency in MS Office (especially Excel/Google Sheets) and familiarity with CRM software
• Soft Skills: A patient and professional demeanor; ability to deliver "corrective feedback" in a positive, motivating manner.

Why Join Us?

• Competitive salary
• Clear career path into Senior QA Manager
• Dynamic, fast-paced work environment.

Job Type: Full-time

Pay: Rs40,000.00 - Rs55,000.00 per month

Work Location: In person