Quality Assurance Executive - Voice Process

Role Overview

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: 25 years of relevant experience in call quality monitoring, preferably in education, BPO, or customer service sectors.

Essential Skills & Competencies

Strong knowledge of QA frameworks, scorecards, and evaluation methods. Exceptional listening, observation, and analytical skills.

Effective feedback delivery and coaching skills.

Strong communication (verbal & written) and interpersonal skills.

Proficiency in MS Excel, Google Sheets, and reporting tools.

Excellent attention to detail, time management, and multitasking abilities. Adaptability to fast-paced environments and changing priorities.

Customer service orientation with cultural awareness and sensitivity.

Experience with CRM systems/customer databases preferred.

Key Skills

Call Auditing & Quality Monitoring

QA Scorecards & Evaluation Frameworks

Lead Quality Verification

Follow-up Tracking & Process Adherence

Feedback Delivery & Coaching

Customer Service Etiquette Assessment

Data Analysis & Quality Trend Reporting

Communication & Interpersonal Skills

Attention to Detail & Analytical Thinking

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.

For Application - [Confidential Information]