Job Summary:
The incumbent is responsible for monitoring, evaluating and improving the quality of customer interactions across voice and
email channels. The role ensures adherence to company standards, client requirements, compliance guidelines, and
communication best practices while delivering an exceptional customer experience. The incumbent will work closely with
the Operations and Training teams to identify performance gaps, support capability-building initiatives and drive continuous
improvement through quality audits, coaching and feedback.
Responsibilities:
Call Quality Monitor
▪ Monitor and evaluate inbound and outbound customer calls using approved quality scorecards and evaluation
criteria.
▪ Ensure adherence to SOPs, approved scripts, compliance requirements and client guidelines.
▪ Identify recurring quality issues, process deviations, and performance gaps and recommend corrective actions.
▪ Conduct quality calibration sessions with the Operations and Training teams to ensure consistency and fairness in
quality evaluations.
E-mail Quality Monitoring
▪ Review emails to ensure accuracy, professionalism, grammar, tone, formatting, and completeness.
▪ Verify compliance with company communication standards, brand guidelines, and client-specific requirements.
▪ Ensure appropriate use of approved email templates and standard responses.
▪ Identify opportunities to enhance written communication and improve the overall customer experience.
▪ Monitor consistency and quality across all written customer communications.
Quality Audits
▪ Conduct regular quality audits based on the approved sampling methodology and audit schedule.
▪ Evaluate customer interactions using standardized quality scorecards and predefined quality parameters.
▪ Maintain accurate audit records, documentation, and supporting evidence.
▪ Publish audit findings and quality reports within agreed timelines.
▪ Ensure all quality assessments are objective, consistent, unbiased, and evidence-based.
Feedback & Coaching
▪ Provide timely, constructive, and actionable feedback to employees based on audit findings.
▪ Conduct one-on-one quality review sessions to discuss performance and improvement opportunities.
▪ Collaborate with Team Leaders and the Training team to develop performance improvement plans.
▪ Recommend coaching sessions, refresher training, and knowledge enhancement initiatives where required.
▪ Identify, recognize, and share best practices to promote service excellence across teams.
Reporting & Analysis
▪ Prepare and publish daily, weekly, and monthly quality reports, dashboards, and management summaries.
▪ Analyse quality trends, recurring issues, customer concerns, and root causes.
▪ Present quality insights, observations, and recommendations during operational review meetings.
▪ Track individual and team quality performance against defined Key Performance Indicators (KPIs).
▪ Recommend preventive and corrective actions to improve operational efficiency and service quality.
Continuous Improvement
▪ Identify opportunities for process improvement based on quality observations and operational trends.
▪ Participate in quality improvement initiatives, process reviews, and operational excellence projects.
▪ Support the implementation and monitoring of Corrective and Preventive Action (CAPA) plans.
▪ Work closely with the Operations and Training teams to enhance process compliance and employee capability.
▪ Contribute to the development, review, and continuous improvement of quality scorecards, SOPs and quality
standards
Qualifications:
▪ Bachelor's degree in any discipline (preferred).
Requirements:
▪ 2–5 years of experience in Quality Assurance, Quality Monitoring, or Customer Service in a BPO, shared services or
service operations environment.
▪ Experience in monitoring voice calls, emails, and written communication against defined quality standards.
▪ Strong understanding of quality frameworks, scorecards, KPIs and customer service standards.
▪ Excellent command of written and spoken English.
▪ Proficiency in Microsoft Excel, Word and PowerPoint for reporting and data analysis.
▪ Experience working with quality monitoring tools, CRM systems, or ticketing platforms is an advantage.
▪ Knowledge of root cause analysis (RCA), quality calibration sessions, and process audits is preferred.
▪ Familiarity with customer experience (CX) metrics such as CSAT, FCR, AHT and QA scores is an added advantage.
▪ Certification in Quality Management, Six Sigma or ISO standards is desirable but not mandatory.
Location: Kalamassery, Cochi
Pay: ₹50,000.00 - ₹60,000.00 per month
Benefits:
- Health insurance
- Provident Fund
Work Location: In person
