ROLE
– 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.

REQUIREMENTS
– 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.
– Strong analytical and reporting skills.
– Proficiency in MS Excel.
– Excellent listening and evaluation skills.
– Clear and structured feedback delivery.
– Process-oriented mindset.
– Strong collaboration and stakeholder management skills.