Job Description: Call Quality Assurance Manager
Location: Jaipur, Rajasthan (On-site / Hybrid)
Salary: Upto ₹7,00,000 PA (Depending on experience and interview performance)
Experience Required: 3+ Years in BPO/Customer Experience Call Quality
Department: Quality Assurance & Training
Position Overview
As the Manager for Call QA, you will lead a team of Quality Analysts (QAs) to monitor, evaluate, and elevate the standard of customer interactions. You will bridges the gap between transactional data and actionable strategy—using root-cause analysis to fix performance issues, drive customer satisfaction (CSAT), and maintain strict compliance standards.
Key Responsibilities
Team Leadership: Manage, mentor, and evaluate a team of Quality Analysts. Conduct regular team meetings and performance reviews.
Audit Strategy & Governance: Formulate intelligent call-sampling plans to ensure complete, bias-free audit coverage across call flows.
Calibration Management: Lead internal and client-facing calibration sessions to ensure aligned scoring metrics across the board.
Outlier & Bottom-Quartile Management: Identify bottom performers (agents and analysts) and construct targeted training/coaching plans to close skill gaps.
Root Cause Analysis (RCA): Deep-dive into customer experience metrics to identify operational, behavioral, or systematic drivers impacting quality and CSAT.
Cross-Functional Collaboration: Partner closely with Training and Operations managers to implement process improvement initiatives.
Reporting: Present daily, weekly, and monthly quality performance dashboards to internal and external leadership.
Required Skills & Qualifications
Experience: Minimum 3+ years of experience in call quality assurance within a BPO/International Contact Center environment (at least 1 year in a Senior QA, QA Lead, or AM-QA capacity).
Framework Knowledge: Lean Six Sigma Green Belt or Yellow Belt certification/training is highly preferred.
Analytical Skills: Strong data interpretation skills with advanced knowledge of MS Excel (VLOOKUPs, Pivot Tables) and QA evaluation tools.
Soft Skills: Exceptional written and verbal communication skills; strong dispute resolution and team management capabilities.
Pay: ₹650,000.00 - ₹700,000.00 per year
Work Location: In person
