About the role
- Daily Audit Volume: Audit a minimum of 30 call center agent calls and 10 QA evaluations per day, assessing script adherence, communication, accuracy, professionalism, and campaign compliance.
- QA Evaluation Auditing: Review QA analysts’ scoring for accuracy and consistency; identify missed errors, incorrect scoring, and deviations from evaluation standards.
- Feedback & Records: Maintain audit records and scorecards, and provide clear, actionable feedback to agents, QA analysts, and team leaders.
- Calibration Sessions: Plan and conduct regular calibration sessions with QA analysts and operational stakeholders to align scoring and interpretation of quality parameters.
- Documentation & Guideline Updates: Document discrepancies, calibration outcomes, and corrective actions; maintain calibration trackers and update evaluation guidelines when campaign requirements change.
- Team Coordination: Coordinate day-to-day quality team activities, allocate audit work, monitor targets and individual performance, and support team accountability.
- Coaching & Training: Coach QA analysts and agents on recurring gaps, and conduct induction and process training for new hires and refresher training for existing employees.
- Content Development: Develop or update training materials and assess effectiveness through follow-up audits and quality score improvements.
- MIS & Dashboards: Prepare accurate daily, weekly, and monthly MIS reports and dashboards covering agent quality scores, QA accuracy, audit coverage, critical errors, calibration discrepancies, and training outcomes.
- Data Analytics: Use Excel, pivot tables, lookup functions, charts, and other reporting tools to analyse trends and present actionable insights to management.
- Root-Cause Analysis: Conduct root-cause analysis of recurring issues, recommend corrective actions, and track improvements with operations and team leaders.
- Experience: 3–5 years in quality assurance, call auditing, call monitoring, or call center operations. BPO background is mandatory.
- Hands-on Auditing: Proven hands-on experience auditing agent calls and evaluating QA analysts’ assessments.
- Calibration Mastery: Strong understanding of calibration, scoring frameworks, quality standards, and evaluation consistency.
- Team Mentorship: Experience managing or mentoring a team of quality analysts and delivering training or coaching.
- Advanced MS Excel & Google Sheets: Proficiency in Excel and Google Sheets, including pivot tables, lookup functions, MIS reports, scorecards, and performance dashboards.
- Core Competencies: Strong analytical, communication, documentation, and problem-solving skills, with high attention to detail.
- Experience in political campaigns, public outreach, voter engagement, or political communication.
- Exposure to high-volume outbound calling, CRM/call-recording systems, and structured quality monitoring.
- Achievement of audit targets and accuracy of QA evaluations.
- Consistent calibration outcomes and reduced scoring discrepancies.
- Timely, accurate reporting and clear performance insights.
- Improvement in agent quality scores, training effectiveness, and closure of recurring quality gaps.
DESIGNBOXED INNOVATIONS PVT. LTD.