Quality Assurance Specialist

We are seeking a detail-oriented and analytical Quality Assurance (QA) Executive to monitor and evaluate customer interactions in our BPO. The ideal candidate will ensure service quality, compliance, and performance standards are consistently met, while providing actionable feedback to improve agent performance.

Key Responsibilities:

Monitor inbound and outbound calls to assess agent performance and service quality

Perform call clipping by identifying, extracting, and documenting key call segments for training and review purposes

Evaluate calls based on predefined quality parameters and scorecards

Provide constructive feedback and coaching to agents to enhance performance

Identify trends, gaps, and areas of improvement in customer interactions

Prepare daily, weekly, and monthly QA reports

Ensure compliance with company policies and client requirements

Collaborate with training and operations teams to improve overall performance

Participate in calibration sessions to maintain scoring consistency

Requirements:

Proven experience in call center QA / Quality Assurance (minimum 6 months – 1 year preferred)

Strong listening, analytical, and evaluation skills

Experience with call monitoring tools and call clipping

Excellent communication and reporting skills

Ability to provide constructive feedback professionally

Attention to detail and strong organizational skills

What We Offer:

Competitive salary package

Growth and learning opportunities

Professional work environment

Performance-based incentives and Bonus

Pay: Rs50,000.00 - Rs60,000.00 per hour

Work Location: In person