Job Description: Call QA Manager (Quality Assurance) Location: Jaipur, Rajasthan, India (On-site ) Experience: 5+ Years Salary: ₹10,000,000 to ₹12,000,000 INR Per Annum (10–12 LPA) Department: Quality Assurance / Operations Job Purpose We are seeking an experienced and analytical Call QA Manager to lead our quality monitoring team in Jaipur. In this role, you will evaluate customer-agent interactions, drive continuous improvement in service delivery, design the QA framework, manage a team of quality analysts, and collaborate closely with training and operations teams to elevate customer satisfaction and ensure strict compliance with performance standards. Key Responsibilities Framework & Strategy: Design, implement, and refine transaction monitoring frameworks, evaluation matrices, and performance standards for call evaluations. Team Leadership: Manage, mentor, and upskill a local team of Call QA Analysts. Ensure high calibration within the QA team to minimize auditing bias. Data Analysis & Insights: Analyze daily, weekly, and monthly QA data to identify performance bottlenecks, customer friction points, and compliance risks. Feedback & Coaching: Translate QA data into actionable feedback loops. Partner with Team Leads and Trainers to design targeted coaching interventions and training modules. Calibration & Alignment: Conduct regular calibration sessions with Operations, Training, and Stakeholders to ensure absolute alignment on quality expectations. Reporting: Present comprehensive quality performance reports and strategic recommendations to senior leadership. Required Skills & Experience Experience: 5+ years of core experience in Call Center / BPO / Customer Support Quality Assurance, with at least 1–2 years in a supervisory or managerial role. Analytical Prowess: Proven ability to work with large datasets, identify trends, and back up strategic decisions with data. Proficiency in Excel and BI tools is a major plus. Communication: Exceptional verbal and written communication skills, with a knack for delivering constructive feedback that motivates teams. Tools: Familiarity with modern Call Center QA software, CRM platforms (e.g., Salesforce, Zendesk), and telephony/speech analytics tools. Core Competencies: Deep understanding of QA methodologies (Six Sigma, Lean, or COPC framework familiarity is highly desirable), root-cause analysis, and performance metrics (CSAT, NPS, FCR, AHT). Education Bachelor’s degree in Business Administration, Communications, or a related field (or equivalent practical experience).
Pay: ₹1,000,000.00 - ₹1,200,000.00 per year
Work Location: In person
