Quality Assurance (QA) Evaluator

Job Summary:

The QA Evaluator will be responsible for monitoring and assessing agent performance to ensure high-quality customer service. The role includes call evaluations, feedback sessions, and identifying improvement opportunities to enhance service standards.

Key Responsibilities:

• Monitor inbound and outbound calls to evaluate service quality and compliance.
• Conduct regular audits based on defined quality parameters.
• Provide constructive feedback and coaching to agents for performance improvement.
• Identify training needs or skill gaps and escalate to management.
• Maintain daily/weekly/monthly quality performance reports.
• Ensure adherence to policies and standard operating procedures.
• Collaborate with team leads and trainers to uplift overall customer experience.
• Participate in calibration sessions to align quality standards across the team.

Required Skills & Qualifications:

• Minimum Bachelor’s degree (mandatory)
• Minimum 1 year of call center experience
• Strong English communication skills (verbal & written)
• Good knowledge of call center operations and KPIs
• Excellent listening, analytical, and documentation skills
• Ability to provide feedback professionally and effectively
• Proficiency in MS Office (Excel, Word, PowerPoint)

Job Type: Full-time

Pay: Rs40,000.00 - Rs45,000.00 per month

Education:

• Bachelor's (Preferred)

Work Location: In person