· Monitors all interactions (calls, emails, Salesforce logs, XL sheets) and ensures accuracy of the same with on-time/immediate feedback to the floor.

· Coordinates and facilitates call calibration/training sessions for call center staff.

· Publishes quality trends, feedback and improvement / enhancement reports.

· Conduct quality monitoring and coaching

· Deal tactfully and courteously with clients

· Produce Quality reports and dashboards such as TNI, Pareto etc.

· Drive process improvement and ensure process compliance.

· Contribute to the development of the short and long term goals of the process.

· Ensure quality and CSAT targets are met at all times.

· Drive first call resolution and quality initiatives in the program.


· Excellent oral, written and interpersonal communication skills.

· Exceptional listening and analytical skills.

· Intermediate level of knowledge in MS-Office.

· Works accurately and with an eye for details.



· Minimum of at least 2 years experience as a QA in both inbound and outbound projects

· Preferred: Candidate must possess at least a Bachelor's/College Degree, any field.

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