Key Responsibilities

• Monitor and evaluate customer interactions based on defined quality standards.
• Audit calls for process adherence, compliance, communication effectiveness, and customer handling.
• Provide structured and actionable feedback to team members and Team Leaders.
• Maintain daily, weekly, and monthly quality scorecards and reports.
• Identify recurring performance gaps and recommend corrective actions.
• Conduct calibration sessions with Operations and Training teams.
• Track quality trends and share insights with leadership.
• Support improvement initiatives to enhance customer experience and conversion effectiveness.

• 2–5 years of experience in quality monitoring within voice‐based/customer engagement environments.
• Strong understanding of quality frameworks and performance metrics.
• Experience working in target‐driven environments.
• High attention to detail and strong listening skills.
• Ability to deliver constructive feedback confidently and objectively.
• Comfortable working in a fast‐paced growth environment.