QA Evaluator Featured

Role Summary

The QA Executive is responsible for ensuring high-quality interactions between representatives and customers by monitoring and evaluating calls, maintaining accurate CRM records, and providing actionable insights. This role requires strong analytical abilities, attention to detail, and effective communication with both internal teams and clients to drive continuous improvement of campaign performance. 

Key Responsibilities

1. Call Monitoring & Evaluation

• Listen to recorded and live calls to evaluate representative performance. 
• Ensure adherence to scripts, compliance guidelines, and quality standards. 
• Identify performance gaps and provide objective, constructive feedback.

     2. Documentation & Reporting

• Enter all call evaluations and feedback accurately into the CRM. 

• Prepare and share daily, weekly, and monthly QA reports internally and with clients. 

• Analyze trends and highlight recurring issues or strengths. 

3. Client Interaction

• Share QA outcomes, summaries, and insights with clients. 

• Participate in client meetings to discuss campaign quality and improvement areas. 

• Present findings clearly and professionally to support decision-making. 

4. Corrective Actions (COA) & Quality Improvements

• Propose and develop Corrective Action (COA) plans to improve agent performance. 

• Coordinate with operations and training teams for implementation. 

• Track COA effectiveness and follow up where needed. 

5. Live Monitoring & Feedback

• Conduct live call monitoring sessions and provide immediate feedback to agents. 

• Support representatives in improving communication, compliance, and call handling. 

• Escalate urgent quality issues promptly to management. 

Required Skills & Competencies 

• Strong listening, analytical, and evaluation skills. 

• Excellent verbal and written communication abilities. 

• Ability to provide constructive feedback professionally. 

• Proficiency with CRM systems and MS Office applications. 

• Exceptional time management and attention to detail. 

• Confidence in managing client communication. 

Qualifications 

• Bachelor’s degree in Business, Communication, or a related field (preferred). 

• Minimum 1 year of experience in a Quality Assurance role within a call center/BPO environment (mandatory). 

• Understanding of call center KPIs, quality frameworks, and performance metrics. 

Key Attributes 

• Professional, proactive, and solution-oriented mindset. 

• Strong team player with the ability to work independently. 

• Commitment to continuous quality improvement and process excellence.