QA Consultant

Overview

QA Consultant responsible for evaluating and auditing client communications and transactions to ensure quality and provide structured feedback.

What you'll do

• Evaluate and audit telephone, email, and chat communications/transactions against pre-defined guidelines.
• Maintain quality variance within the stated threshold and meet internal quality scoring expectations.
• Provide detailed feedback via an evaluation tool to the client.
• Write feedback for agent performance development as applicable and per client instructions.
• Participate in client/internal calibration calls to ensure scoring consistency.
• Meet and exceed daily volume and productivity targets.
• Clear client-specific training and implement subsequent updates.
• Follow HR policies and processes including code of conduct, attendance, and floor discipline.

What you'll need

• Ability to evaluate and audit communications/transactions for quality variance.
• Ability to provide detailed feedback through an evaluation tool.
• Experience participating in calibration calls to support consistent scoring.
• Capacity to meet daily volume and productivity targets.
• Ability to complete client-specific training and implement updates.
• Ability to comply with HR policies and processes such as attendance and floor discipline.

Details

• Location: Bangalore, India.