QA - Call Center - BPO Sector - English speaker

Call Monitoring & Transaction Evaluation

Monitor and evaluate inbound and outbound customer calls against the financial platform QA Scorecard

Score transactions across Soft Skills, Probing Skills, Policy & Procedures, and ZCD compliance criteria

Accurately identify and document failure indicators using defined sub-parameters and scoring methodology

Achieve a minimum daily/weekly transaction monitoring target as set by the business

Submit completed scorecards to the Calibration Log accurately and within defined timelines

Compliance & Regulatory Vigilance

Identify and flag all Zero Call Driver (ZCD) events — KYC bypasses, security breaches, and professional misconduct — in real time

Ensure all KYC and data privacy obligations are correctly applied and documented

Escalate confirmed compliance breaches immediately to the business as per defined SOP

Maintain accurate records of all compliance-related defects in the QA system with supporting evidence (call recordings, CRM screenshots)

Calibration & Quality Governance

Participate in weekly calibration sessions with the QA Manager and Team Leaders to ensure scoring consistency

Apply the agreed strike system and disciplinary matrix accurately when identifying repeat defects

Track defect trends by attribute, agent, and team to surface coaching opportunities and systemic issues

Maintain the Calibration Log with accurate, complete, and consistently formatted entries

Reporting & Insights

Prepare and submit weekly and monthly QA performance reports by agent, team, and attribute

Highlight agents at risk of strike escalation and flag to Team Leaders within defined timelines

Contribute to root cause analysis when QA scores fall below threshold (below 80%)

Support the QA Manager in producing client-facing quality reports and performance dashboards

Coaching Support & Agent Development

Share evaluated call findings with Team Leaders to facilitate targeted coaching conversations

Identify recurring failure patterns by individual agent and recommend specific retraining interventions

Participate in side-by-side monitoring or call listening sessions for agents on Performance Improvement Plans (PIP)

Support onboarding of new agents by reviewing and scoring their early monitored interactions with detailed feedback

Education Graduate in any discipline. Additional certification in

Quality Management or Contact Centre Operations is an advantage.

Experience 2 to 5 years of experience in a call centre QA, quality

monitoring, or process compliance role. Fintech, BFSI, or digital payments

experience strongly preferred.

Salary

Maximum ₹45,000.00 PM

Job Types

Full-time, Permanent

Pay

₹30,000.00 - ₹45,000.00 per month

Ability to commute/relocate

Ahmedabad, Gujarat: Reliably commute or planning to relocate before starting work (Required)

Experience

QA

1 year (Required)

BPO Sector

1 year (Required)

Language

English (Required)

Work Location

In person