Call Auditor

R.V SOLUTION; Karnataka; On-site; INR 600,000 - 1,000,000; Full time

Job summary

R.V SOLUTION in Bengaluru, Karnataka, is seeking a Quality Team Leader for Call Audit in the Telecom Process. You will oversee QA activities, monitor call quality, and lead a team of QA Analysts/Controllers to ensure process compliance and continual performance improvement.

The role requires 3+ years in Quality Analysis or Call Auditing within a customer service environment, with at least 1 year in a supervisory capacity.

Qualifications

• Bachelor’s degree in any discipline required.
• Minimum 3+ years of experience in Quality Analysis / Call Auditing within a customer service environment (Telecom process experience preferred).
• At least 1 year of leadership experience in a QA/QC team.
• Advanced proficiency in MS Excel, PowerPoint, and quality reporting/analytical tools.
• Strong analytical, calibration, stakeholder management and communication skills.

Responsibilities

• Call Auditing & Quality Control: perform regular call audits to ensure adherence to SOPs.
• Team Leadership & Performance Management: lead QA/QC team, set targets, review outputs.
• Coaching & Feedback: provide structured feedback to improve performance.
• Trend & Root Cause Analysis: analyze audit data to identify gaps and implement improvements.
• Calibration Sessions: conduct regular calibration with ops managers and trainers.
• Reporting & Dashboards: prepare quality reports and metrics for management.
• Process Improvement: collaborate to implement CAPA and close gaps.
• Compliance & Documentation: maintain audit logs and SOP docs.

Skills

Team Leadership

Analytical Skills

Stakeholder Management

Verbal & Written Communication

Education

Bachelor’s degree

Tools

MS Excel

PowerPoint

Quality reporting tools

Job description

Job Description: Quality Team Leader (Call Audit) – Telecom Process

Location: Bengaluru, Karnataka Experience: 3+ Years Compensation: Up to ₹10 LPA (Based on experience & performance)

Role Overview We are seeking an experienced Quality Team Leader – Call Audit to oversee and drive the quality assurance function for a telecom customer support process. Based in Bengaluru, this role is responsible for monitoring call quality standards, managing a team of Quality Analysts/Controllers, establishing process compliance, and driving continuous improvement in customer interactions and operational outcomes.

Key Responsibilities

• Call Auditing & Quality Control: Perform regular call audits and quality monitoring across customer service channels to ensure adherence to telecom process guidelines and standard operating procedures (SOPs).
• Team Leadership & Performance Management: Direct, mentor, and lead a team of Quality Analysts (QAs) / Quality Controllers (QCs), setting targets, reviewing outputs, and managing daily performance.
• Coaching & Feedback: Provide structured feedback and coaching sessions to quality analysts and operations agents to resolve auditing variances and drive performance enhancement.
• Trend & Root Cause Analysis: Analyze audit data to identify compliance gaps, communication errors, and systemic operational issues, formulating actionable insights and preventive strategies.
• Calibration Sessions: Conduct periodic calibration sessions with operations managers, trainers, and team leads to ensure consistent evaluation across call parameters.
• Reporting & Dashboards: Prepare daily, weekly, and monthly quality reports, dashboards, and operational metrics for internal management and client stakeholders.
• Process Improvement: Collaborate with operations and training teams to implement corrective action plans (CAPA) and close performance gaps.
• Compliance & Documentation: Maintain accurate audit logs, SOP documentation, and quality records to ensure full regulatory and process compliance.

Qualifications & Experience

• Education: Bachelor’s degree in any discipline.
• Experience: Minimum 3+ years of experience in Quality Analysis / Call Auditing within a customer service environment (Telecom process experience preferred).
• Leadership Experience: At least 1 year of experience in a Team Leader or Supervisory capacity managing a QA/QC team.
• Technical Skills: Advanced proficiency in MS Excel, PowerPoint, and quality reporting/analytical tools.
• Core Competencies: Strong analytical, root cause analysis, calibration, and stakeholder management skills. Exceptional verbal and written communication skills.

Equal Opportunity Employer

We are an equal opportunity employer committed to fostering an inclusive, diverse, and respectful workplace environment for all employees.

Pay: ₹600,000.00 - ₹1,000,000.00 per year

Work Location: In person