Job Description: Call Quality Assurance Manager
Position Title: Call Quality Assurance Manager Location: Jaipur, Rajasthan (In-office) Experience Required: 1 – 2+ years Salary Range: ₹7.0 LPA to ₹8.0 LPA Job Type: Full-time
Job Overview
We are seeking an energetic and detail-oriented Call Quality Assurance Manager to oversee and elevate our customer interaction standards in Jaipur. In this role, you will lead the quality evaluation framework, audit live and recorded customer calls, track key performance metrics, and work closely with operations and training teams to drive continuous agent improvement and process efficiency.
Key ResponsibilitiesQuality Monitoring & Auditing
- Design, implement, and maintain standard quality evaluation forms and call audit frameworks.
- Monitor live, recorded, and inbound/outbound calls to assess communication, script adherence, compliance, and resolution efficiency.
- Perform regular sample audits across agents to ensure consistent evaluation and fair scoring.
Feedback & Coaching
- Deliver constructive, actionable feedback and 1-on-1 coaching sessions to call center agents.
- Identify individual and team performance gaps, recurring errors, and high-impact training needs.
- Partner with the Training department to build targeted refresher modules and onboarding content.
Data Analysis & Reporting
- Track and report on key call center quality KPIs, including First Contact Resolution (FCR), Customer Satisfaction (CSAT), Average Handling Time (AHT), and error rates.
- Generate daily, weekly, and monthly quality reports for executive leadership.
- Analyze customer interaction trends to identify system or workflow bottlenecks.
Process Improvement & Compliance
- Lead calibration sessions with Operations and Quality teams to align evaluation standards across the floor.
- Drive Root Cause Analysis (RCA) and Corrective Action Plans (CAPA) for critical compliance lapses or poor CSAT scores.
- Ensure strict adherence to company regulatory compliance, data privacy protocols, and customer service guidelines.
Key Qualifications & Requirements
- Experience: Minimum 1 to 2+ years of hands-on experience in call quality auditing, QA analysis, or quality management within a call center / BPO environment.
- Education: Bachelor’s degree in Business, Communications, or a related field.
- Communication Skills: Excellent verbal and written communication skills in English and Hindi.
- Analytical Ability: Proficiency in Excel/Google Sheets (pivot tables, reporting dashboards) and experience analyzing call data.
- Domain Tools: Familiarity with Call Management Tools, CRM systems, and call-recording software.
- Leadership & Coaching: Strong interpersonal skills with a passion for mentoring team members and driving operational excellence.
Preferred Skills
- Experience in running structured calibration sessions.
- Exposure to customer feedback metrics (NPS, CSAT, CES).
- Familiarity with Quality tools (Six Sigma green belt or foundational process improvement frameworks is a plus).
Compensation & Benefits
- Annual Salary: ₹7,000,000 – ₹8,000,000 INR (7.0 – 8.0 LPA, based on interview performance).
- Standard health insurance and employee benefits.
- Performance-linked incentives and career advancement opportunities.
Pay: ₹500,000.00 - ₹800,000.00 per year
Work Location: In person
