Quality Auditor – Team Lead

: Quality Auditor – Team Lead

Job Summary

Key Responsibilities

• Audit a minimum of 30 call center agent calls and 10 QA agent calls per day.
• Evaluate calls for communication quality, script adherence, accuracy, professionalism, and compliance with campaign guidelines.
• Prepare detailed feedback briefs for the following day, highlighting errors, improvement areas, and corrective actions.
• Monitor QA agents’ evaluations to ensure accuracy and consistency in quality standards.
• Maintain audit trackers, agent scorecards, and quality reports independently.
• Prepare daily, weekly, and monthly reports to identify performance trends and recurring issues.
• Coordinate with team leaders and management to implement quality improvements.

Required Qualifications & Skills

• Minimum 3–4 years of experience in quality auditing, call monitoring, QA, or call center operations.
• Proficiency in MS Excel, including formulas, filters, pivot tables, and reporting.
• Strong analytical, listening, documentation, and communication skills.
• Ability to manage audit targets, maintain accurate records, and meet deadlines independently.
• Good organizational and team coordination skills.
• Familiarity with political campaigns or political communication is preferred.