Senior Quality Auditor

POSITION DETAILS

Particulars DetailsDesignationSenior Quality AuditorDepartmentQuality Assurance (QA)Experience3–5 YearsCore FocusCalibration, MIS & CoachingDomain PreferencePolitical Campaigns / OutreachCompensationAs per experience and company range

1. JOB SUMMARY

We are seeking an experienced Senior Quality Auditor to monitor call quality, audit Quality Analysts’ evaluations, manage calibration, and support continuous improvement across call center operations.The role requires strong skills in quality auditing, team coordination, reporting and dashboard preparation, and training and development. The candidate will ensure adherence to scripts, communication standards, factual accuracy, and campaign guidelines.Experience in political campaigns, public outreach, or high-volume calling operations will be an advantage.

2. KEY RESPONSIBILITIES

A. Call Auditing & QA Evaluation

• 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.

B. Calibration & Quality Standards

• 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.

C. Team Management, Training & Development

• 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.

D. Reporting, MIS & Continuous Improvement

• 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.

3. REQUIRED QUALIFICATIONS & SKILLS

• 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.

4. PREFERRED EXPERIENCE

• 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.

5. KEY PERFORMANCE EXPECTATIONS

• 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.

HOW TO APPLY?Send you CV to contact@designboxed.com
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