Quality Executive

4 days ago


Salt Lake Kolkata West Bengal, India Global Travel Xperts Full time
  • Monitoring & Evaluation: Listen to calls, to score agent performance on tone, process adherence, and resolution.
  • Feedback & Coaching: Provide real-time and scheduled feedback, coaching agents on errors and best practices.
  • Compliance & Standards: Ensure agents follow company policies, client standards, and regulatory rules.
  • Process Improvement: Identify root causes of issues and help develop solutions/training to fix them (e.g., data entry errors, recurring complaints).
  • Auditing: Participate in internal audits (BAU, compliance).

Essential Skills & Qualifications

  • Skills: Strong analytical, communication (written/verbal), time management, and multitasking abilities; detail-oriented, with active listening and problem-solving.
  • Experience: Previous experience in a BPO/Call Center QA role is often required.
  • Education: A Bachelor's degree or equivalent experience.
  • Tools: Familiarity with call center software and quality assurance tools.

Experience Required:

2-4+ years in a call center setting, with duties including auditing, performance reporting and calibration sessions.

Job Type: Full-time

Pay: ₹21, ₹25,000.00 per month

Benefits:

  • Health insurance
  • Leave encashment
  • Life insurance
  • Paid sick time
  • Paid time off
  • Provident Fund

Work Location: In person


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