Job Summary We are seeking a QA Call Auditor to monitor, evaluate, and improve the quality of our customer interactions. You will listen to recorded and live calls to ensure compliance with company protocols, provide constructive feedback to agents, and identify areas for process improvement. Requirements (Qualifications) Education: Graduate in any stream (B.Com, B.A., B.Sc., or BBA preferred). Experience: 1–3 years of experience in a BPO/Call Center environment, with at least 6 months in a QA or auditing role. Communication: Excellent verbal and written communication skills in both Hindi and English. Analytical Skills: Strong ability to identify trends, performance gaps, and training needs from call data. Technical Skills: Basic proficiency in MS Excel (v-lookups, pivot tables) and experience using CRM or call recording software. Attention to Detail: High level of accuracy in grading calls against a set quality rubric. Responsibilities (The Day-to-Day) Call Monitoring: Audit a required quota of inbound/outbound calls daily to ensure adherence to scripts and compliance standards. Feedback & Coaching: Provide one-on-one feedback to customer service agents to help them improve their performance and CSAT scores. Calibration: Participate in weekly calibration sessions with Team Leads and Managers to ensure consistent scoring across the department. Reporting: Maintain daily and weekly quality reports using MS Excel to track team and individual progress. Process Improvement: Identify common customer pain points and recommend changes to scripts or workflows to enhance the customer experience. Rewards (Compensation & Benefits) Salary: ₹25,000 – ₹30,000 per month (₹3.00 – ₹3.60 LPA). Job Type: Full-time, Permanent. Shift: [Insert Shift Details, e.g., Day Shift / 24*7 Rotational]. Location: Jaipur, Rajasthan (On-site). Benefits: Performance-based incentives. Statutory benefits (PF/ESI). Career growth opportunities within the QA department.
Job Type: Full-time
Pay: ₹25,000.00 - ₹30,000.00 per month
Work Location: In person
