QA Consultant- Quality Service

Overview

QA Consultant to evaluate and audit customer communication and transactions against client guidelines, ensuring quality performance and productivity targets.

What you'll do

• Evaluate and audit telephone, email, and chat conversations/transactions per predefined client process(es) guidelines.
• Maintain quality variance below threshold and internal quality scores at exemplary levels.
• Provide detailed feedback via an evaluation tool to the customer.
• Write feedback for agent performance development per client instructions (if applicable).
• Participate in client/internal calibration calls to ensure scoring consistency and knowledge alignment.
• Meet and exceed daily volume and productivity targets.
• Clear client-specific training and implement subsequent updates.
• Participate in internal/external training programs to build required skills and knowledge.

What you'll need

• Ability to evaluate and audit communications/transactions across telephone, email, and chat channels.
• Knowledge of meeting quality variance and productivity/volume targets.
• Ability to provide feedback through an evaluation tool.
• Ability to contribute to calibration calls for consistent scoring.
• Ability to complete client-specific training and apply updates.

Details

• Location: Gurgaon, India.