Quality Assurance Executive

Job Description – Quality Analyst (Airtel Inbound)Position: Quality Analyst (QA) – Airtel Inbound

Location: Indore

Department: Quality Assurance

Employment Type: Full-Time

Job SummaryWe are looking for a detailed-oriented and analytical Quality Analyst (QA) to monitor, evaluate, and enhance the call quality and customer experience for the Airtel Inbound Customer Support process. The ideal candidate will be responsible for conducting regular call audits, identifying process gaps, providing actionable feedback, and collaborating with the Training and Operations teams to ensure high standards of customer satisfaction and metric compliance.

• Key ResponsibilitiesAudit live and recorded inbound customer service calls against defined quality parameters.
• Evaluate agent performance on communication, soft skills, process knowledge, and compliance guidelines.
• Provide constructive, one-on-one coaching and feedback to agents to drive performance improvement.
• Participate in calibration sessions with Quality Managers, Trainers, and Operations to maintain scoring consistency.
• Identify Training Needs Analysis (TNA) and trends in agent errors to share with the Training department.
• Track key metrics such as CSAT, FCR, AHT, and Quality Scores (CQE) to ensure team alignment with client SLAs.
• Maintain daily, weekly, and monthly quality reports, audit dashboards, and performance trackers.
• Highlight fatal errors, compliance risks, and customer pain points to key stakeholders.
• Eligibility & RequirementsGraduate in any discipline.
• Minimum 1 to 2 years of experience as a Quality Analyst (QA) in a domestic voice BPO.
• Prior experience handling Airtel or Telecom process is highly preferred.
• Strong understanding of call evaluation parameters, quality tools, and coaching frameworks.
• Proficiency in MS Excel (pivot tables, basic formulas) and PowerPoint for performance reporting.
• Excellent verbal communication, listening, and analytical skills.
• Key SkillsQuality Auditing & Monitoring
• Call Coaching & Feedback
• Data Analysis & Trend Mapping
• Telecom Process Knowledge (Airtel preferred)
• Root Cause Analysis (RCA) & TNI
• SLA & Metric Management (CSAT / FCR / AHT)
• Stakeholder Communication
• MS Office (Excel & PowerPoint)
• Preferred Candidate ProfileImmediate joiner or serving a short notice period.
• Deep understanding of high-volume domestic inbound customer service workflows.
• Comfortable working in a 6-day working environment and rotational shifts.