Call Quality Assurance Executive

The Quality Assurance (QA) Executive will be responsible for monitoring, evaluating, and improving the quality of inbound and outbound customer interactions. This role ensures that counselling processes, lead handling, and customer interactions are aligned with organizational standards, compliance protocols, and customer satisfaction benchmarks. The QA Executive will provide actionable feedback, support coaching initiatives, and contribute towards continuous process improvements.

Key Responsibilities

1. Call Auditing & Quality Monitoring

• Monitor live and recorded calls to assess communication skills, call handling, adherence to scripts, and compliance with quality standards.

• Identify service gaps, soft-skill improvement areas, and policy deviations.

• Maintain accurate call evaluation reports in predefined audit formats.

2. Lead Quality & Follow-up Verification

• Audit incoming leads to verify validity, completeness, and relevance for admissions.

• Track counsellors’ follow-up adherence as per timelines and processes.

• Highlight delays, missed follow-ups, or incorrect lead handling for corrective measures.

3. Feedback & Coaching Support

• Provide structured, constructive feedback to agents highlighting strengths and areas of improvement.

• Assist the Manager in planning refresher training based on audit findings.

• Ensure implementation of feedback through regular follow-ups and effectiveness checks.

4. Compliance & Process Adherence

• Ensure strict adherence to SOPs, customer interaction protocols, and data protection guidelines.

• Report critical compliance breaches immediately to Manager QA.

5. Quality Reporting

• Maintain daily, weekly, and monthly QA trackers and dashboards.

• Provide trend analysis on recurring quality issues, lead quality, and follow-up adherence.

6. Collaboration

• Work closely with Operations, Training, and Digital teams to align on quality standards.

• Support quality checks for digital campaigns and publisher deliverables when required.

Person Specification

• Education: Graduate or higher qualification.

• Experience: 2–5 years of relevant experience in call quality monitoring, preferably in education, BPO, or customer service sectors.

Key & Essential Skills

• Call Auditing & Quality Monitoring

• QA Scorecards & Evaluation Frameworks

• Lead Quality Verification & Follow-up Tracking

• Feedback Delivery & Coaching Skills

• Customer Service Etiquette Assessment

• Strong Listening, Observation & Analytical Thinking

• Effective Verbal & Written Communication

• Interpersonal & Collaboration Skills

• Data Analysis & Quality Trend Reporting

• Proficiency in MS Excel, Google Sheets & Reporting Tools

• Knowledge of CRM Systems / Customer Databases

• Attention to Detail & Time Management

• Ability to Multitask in Fast-Paced Environments

• Adaptability to Change & Process Improvements

• Cultural Awareness, Sensitivity & Customer Orientation

Additional Information

• Salary: As per company norms

• Applicants with prior QA/Quality Analyst experience will be given priority.

• This role may involve responsibilities beyond regular office hours and working days, as per process requirements.