Junior Quality Executive

We are seeking a detail-oriented and analytical Junior Quality Executive to join our Quality Management System team. The ideal candidate will be responsible for monitoring and evaluating call quality, supporting process improvements, and ensuring alignment with our quality standards. This role involves working closely with internal teams to drive performance excellence and maintain documentation standards.

Responsibilities

• Monitor and evaluate inbound and outbound calls to ensure quality standards are met.
• Use predefined scorecards to assess and rate agent performance.
• Maintain accurate and up-to-date records of evaluations and feedback.
• Participate in calibration sessions with the QMS team to ensure consistency in quality scoring.
• Generate daily, weekly, and monthly quality reports using Excel.
• Assist in the development and implementation of quality improvement initiatives.
• Contribute to documentation and content development related to quality processes.
  
  

Requirements

• Minimum 1 or 2 years of experience in a USA-based calling process (sales or customer service).
• Proficiency in basic Excel functions, including formulas, filters, and pivot tables.
• Excellent verbal and written communication skills.
• Strong attention to detail with a focus on accuracy and consistency.
• An analytical mindset with the ability to evaluate and interpret data effectively.
• Self-motivated and able to work both independently and collaboratively in a team environment.
  
  

This job was posted by Vijay Sundar from Pathfinder Business Analysis.