Associate - CC - Quality


Quality Evaluator – M1

Job Description

  • Will be responsible for the audit and governance plans for all lines of business at the level 2 wing of the contact centre which includes the social media team, escalation desk and outbound team.
  • Accountable for identifying process gaps and liaison with the respective stakeholders to fix the same.
  • Work along with the key stakeholders to improve the interaction quality and customer experience.
  • Identify and recommend different ways of audit sampling and feedback improving mechanisms.
  • Work with managers/supervisors of different lines of business to outline the specific data needs.
  • Ensure analysis of audit data and the findings to be shared with the respective stakeholders periodically.



  • Should be a graduate.
  • Should have strong interpersonal skills & people management skills
  • Excellent written and verbal communication in English & excellent verbal communication in Hindi.
  • Should have at least two years of work experience in quality in a contact centre with both voice and non-voice processes.
  • Should have at least 2 years of experience in the capacity of a quality evaluator