QA Role for Call Center

Job description:

Job Description:
We are looking for an experienced and detail-oriented Quality Assurance (QA) Officer to monitor and evaluate call center interactions to ensure high-quality customer service and compliance with company standards. The ideal candidate will have hands-on experience in call monitoring, performance evaluation, and quality improvement within a fast-paced call center environment.

Key Responsibilities:

• Monitor and evaluate inbound and outbound calls for quality assurance
• Ensure agents comply with company policies, scripts, and procedures
• Provide detailed feedback and coaching to call center agents
• Prepare QA reports and share performance insights with management
• Identify training needs and areas for performance improvement
• Maintain quality standards and support continuous improvement initiatives
• Participate in calibration sessions and quality meetings

Requirements:

• minimum 1 years of experience as a QA in a call center environment
• Strong understanding of call center QA metrics and KPIs
• Excellent listening, analytical, and reporting skills
• Strong communication and interpersonal abilities
• Proficiency in MS Office (Excel, Word, email)
• Ability to work in a fast-paced call center environment

What We Offer:

• Competitive salary package
• Professional and supportive call center environment
• Career growth and development opportunities
• Performance-based learning and coaching exposure

Job Type: Full-time

Pay: Rs45,000.00 - Rs80,000.00 per month

Work Location: In person