Job description:
Job Title: Quality Assurance Executive (BPO)
Location: Ahmedabad, Gota [Onsite/Office]
Type: Full-Time
Shift: Night Shift (US Process)
Experience: 1+ Year
Salary: 25,000 to 40,000
Company: Aspire Tech-IT Solution
Job Summary
We are looking for a detail-oriented Call Quality Analyst to monitor and evaluate customer interactions in a call centre environment. The role involves assessing call quality, ensuring compliance with company standards, and providing actionable feedback to improve overall customer experience.
Key Responsibilities
- Monitor and evaluate inbound and outbound customer calls
- Assess calls based on predefined quality parameters and scorecards
- Identify gaps in communication, process adherence, and soft skills
- Provide constructive feedback and coaching to agents
- Prepare quality reports and share insights with management
- Ensure compliance with company policies and client requirements
- Collaborate with training and operations teams for performance improvement
- Track agent performance and support in achieving quality benchmarks
Required Skills
- Excellent listening and analytical skills
- Strong verbal and written communication skills
- Attention to detail and quality-focused mindset
- Good understanding of call centre processes and KPIs
- Ability to provide feedback in a constructive manner
- Basic knowledge of MS Excel and reporting
Eligibility Criteria
- Minimum 1 year of experience in a call centre or quality role
- Experience in US process preferred
- Graduate in any field
- Comfortable working in Night Shift
Key Performance Indicators (KPIs)
- Call Quality Score
- Compliance & Process Adherence
- Error Identification Rate
- Agent Improvement Rate
Benefits
- Fixed salary with performance incentives
- Paid leaves
- Career growth opportunities
- Supportive work environment
Work Conditions
- Work from office – Ahmedabad (Gota)
- Candidates must be able to commute or relocate
Who Should Apply
- Candidates with experience in customer support or quality analysis
- Individuals with strong analytical and observation skills
- Professionals interested in improving customer experience and process quality
Pay: ₹20,000.00 - ₹40,000.00 per month
Benefits:
- Commuter assistance
- Paid sick time
- Paid time off
Shift availability:
Work Location: In person
