Call Quality Assurance Specialist

Call Quality Assurance Specialist

Location: Ahmedabad (Work From Office, Night Shift) Employment Type: Full-Time Salary: ₹35,000 per month

Job Summary

We are looking for a detail-oriented Call Quality Assurance Specialist to monitor, evaluate, and improve the quality of customer interactions. The ideal candidate will review recorded calls, assess agent performance against quality standards, provide actionable feedback, and help drive continuous process improvement while ensuring compliance with company policies.

Key Responsibilities

Call Quality Monitoring

Review and evaluate recorded customer calls using predefined QA scorecards.

Assess communication skills, compliance, accuracy, empathy, and overall customer experience.

Ensure audit targets and quality review deadlines are consistently met.

Identify quality gaps and recommend corrective actions.

Maintain objective and unbiased evaluations.

Call Recording & Documentation

Monitor call recording systems for quality and completeness.

Maintain accurate records of all audits and evaluations.

Report recording or technical issues to relevant teams.

Ensure confidentiality of customer information and recordings.

Performance Analysis & Reporting

Track quality metrics such as call handling, compliance, resolution, and customer satisfaction.

Prepare weekly and monthly QA reports.

Identify trends and recurring issues affecting service quality.

Share insights with management to improve team performance.

Feedback & Coaching Support

Provide constructive feedback to agents based on audit findings.

Highlight strengths and improvement areas.

Support team leaders with coaching recommendations.

Recognize high-performing agents and encourage best practices.

Compliance & Quality Standards

Ensure all calls comply with company policies and regulatory guidelines.

Maintain complete documentation of audit findings.

Support internal quality and compliance audits.

Follow established QA processes and procedures.

Quality Systems & Process Improvement

Use QA tools and software to evaluate calls.

Record audit scores accurately in internal systems.

Suggest improvements to quality processes and workflows.

Stay updated with industry best practices.

Required Qualifications

Bachelor's degree preferred.

1–2 years of experience in Quality Assurance, Customer Support, or a Call Center environment.

Excellent verbal and written communication skills.

Strong analytical and listening skills.

High attention to detail.

Proficiency in Microsoft Excel and Word.

Ability to work independently and meet deadlines.

Preferred Qualifications

Experience with QA or call recording software.

Knowledge of customer service KPIs and quality metrics.

Previous experience in a BPO or contact center.

Familiarity with CRM platforms.

Key Skills

Call Quality Monitoring

Performance Evaluation

Attention to Detail

Communication Skills

Reporting & Documentation

Coaching & Feedback

Compliance Monitoring

Analytical Thinking

Microsoft Excel

Time Management

Working Conditions

Work From Office (Ahmedabad).

Extended computer and headphone usage.

Continuous listening and evaluation of recorded calls.

Performance Metrics

Audit accuracy and consistency.

Timely completion of assigned audits.

Quality of feedback provided.

Compliance with QA standards.

Improvement in overall call quality.

Reporting accuracy.

Compensation & Benefits

Salary: ₹35,000 per month (CTC)

Professional training and career growth.

Paid leaves as per company policy.

Supportive and collaborative work environment.

Pay: Up to ₹35,000.00 per month

Benefits:

Cell phone reimbursement

Internet reimbursement

Paid sick time

Ability to commute/relocate:

Ahmedabad, Gujarat: Reliably commute or planning to relocate before starting work (Required)

Experience:

QA/QC: 1 year (Required)

Quality assurance: 1 year (Required)

Language:

English (Required)

Shift availability:

Night Shift (Required)

Work Location: In person