Quality Assurance Specialist | Night Shift (On-site Kolkata)

Comparison Junction; Kolkata; On-site; INR 450,000 - 600,000; Full time

Job summary

Comparison Junction in Kolkata is seeking a Quality Assurance Specialist with strong call centre and sales quality experience. You will audit customer interactions, ensure compliance with processes and client requirements, identify quality gaps, and provide actionable feedback to improve customer experience and sales performance.

This hands-on role includes call auditing, BQ management, compliance checks, RCA and CAPA, reporting, and coaching support.

Qualifications

• 5+ years of experience in Quality Assurance / Quality Analyst roles within a Call Centre, Contact Centre, BPO, Telesales, or Sales environment.

Responsibilities

• Audit customer interactions for quality and compliance.
• Provide actionable feedback to agents and team leaders.
• Manage Bad Quality (BQ) cases and tracking.
• Conduct RCA and CAPA to drive improvements.
• Prepare client quality reports and dashboards.

Skills

Quality Assurance

Quality Monitoring

Sales Knowledge

Education

Bachelor's degree

Job description

Comparison Junction is a unified comparison and switching platform that helps customers find better-value deals across Energy, Telecom, Travel, Insurance, Banking, and other essential services.

With over a decade of experience in telesales, digital sales, and inbound customer acquisition, our teams help customers compare available options, understand their choices, and complete their switching journey with confidence.

Role Description

Company Description

Comparison Junction is a unified comparison and switching platform that helps customers find better-value deals across Energy, Telecom, Travel, Insurance, Banking, and other essential services.

With over a decade of experience in telesales, digital sales, and inbound customer acquisition, our teams help customers compare available options, understand their choices, and complete their switching journey with confidence.

Role Description

We are looking for a Quality Assurance Specialist with strong Call Centre and Sales Quality experience to join our team in New Town, Kolkata.

The Quality Assurance Specialist will be responsible for auditing customer interactions, ensuring compliance with process and client requirements, identifying quality gaps, and providing actionable feedback to improve customer experience and sales performance.

This is a hands‑on quality role involving call auditing, BQ management, compliance checks, RCA, CAPA, reporting, coaching support, and client reporting.

The successful candidate should be comfortable working with large volumes of calls, analysing customer interactions, identifying root causes, and converting quality findings into measurable process and performance improvements.

Key Responsibilities

Call Auditing & Quality Monitoring

• Conduct regular call audits based on defined quality parameters, sampling methodology, and audit plans.
• Evaluate customer interactions for:
• Sales effectiveness
• Customer experience
• Communication quality
• Process adherence
• Product/process knowledge
• Objection handling
• Disclosure requirements
• Accuracy of information
• Compliance
• Closing and conversion practices
• Identify critical errors, behavioural gaps, process deviations, and missed sales opportunities.
• Maintain accurate and timely quality scores and audit records.
• Ensure consistency and objectivity in the evaluation process.
  

Feedback & Coaching

• Provide specific, actionable and timely feedback to Sales Advisors and Team Leaders.
• Identify recurring behavioural and process gaps and recommend targeted coaching interventions.
• Support Team Leaders and Training teams with insights from call audits.
• Conduct calibration sessions to ensure consistent understanding and application of quality standards.
• Track whether corrective coaching results in sustained improvement.
  

BQ Management

• Own and maintain the BQ (Bad Quality) management process.
• Identify and classify BQ cases based on defined quality and compliance criteria.
• Track BQ trends by agent, team, process, campaign, error type, and root cause.
• Ensure BQ cases are communicated to relevant stakeholders within defined TAT.
• Monitor corrective actions and recurrence of BQ.
• Provide regular BQ analysis to Operations and Management.
  

Compliance & Process Audits

• Conduct compliance checks across customer interactions.
• Ensure advisors follow approved scripts, disclosures, sales processes, and regulatory/client requirements.
• Identify critical compliance breaches and elevate them immediately.
• Monitor adherence to client‑specific quality requirements and SOPs.
• Maintain appropriate documentation and audit trails.
• Support internal and client audits when required.
  

RCA – Root Cause Analysis

• Conduct Root Cause Analysis (RCA) for recurring quality, compliance, customer experience, and sales issues.
• Identify whether the root cause is related to:
• People
• Process
• Product
• Training
• Technology/System
• Communication
• Policy
• Leadership/management
• Use data and call evidence to validate the identified root cause.
• Distinguish between symptoms and actual root causes.
• Present RCA findings with clear evidence and recommended corrective actions.
  

CAPA – Corrective & Preventive Action

• Develop and track CAPA (Corrective and Preventive Action) plans arising from quality and compliance findings.
• Define:
• Problem statement
• Root cause
• Corrective action
• Preventive action
• Owner
• Target date
• Success measure
• Track CAPA implementation and effectiveness.
• Conduct follow‑up checks to confirm that issues have been permanently addressed.
• Escalate overdue or ineffective CAPAs to the relevant stakeholders.
  

Reporting & MIS

Prepare and publish regular quality reports covering:

• Quality Score
• Audit Volume
• Pass/Fail Rate
• BQ Trends
• Critical Errors
• Compliance Performance
• Customer Experience Indicators
• Process Deviations
• Agent/Team Performance
• Repeat Errors
• RCA Trends
• CAPA Status
• Improvement Trends

Develop daily, weekly and monthly quality dashboards and reports for Operations and Management.

Client Reporting

• Prepare accurate and professional client quality reports.
• Provide quality insights, trends, observations, and corrective‑action updates.
• Support client review meetings with relevant quality data.
• Respond to client quality queries and audit observations.
• Ensure client‑specific quality and compliance requirements are accurately reflected in internal audits and reporting.
• Coordinate with Operations and Management to close client‑identified quality gaps.
  

Continuous Improvement

• Identify recurring quality issues and recommend process improvements.
• Analyse trends across teams, campaigns, products, and customer journeys.
• Identify opportunities to improve customer experience, sales conversion, compliance, and process efficiency.
• Participate in quality improvement projects and process reviews.
• Recommend changes to scripts, SOPs, training modules, and workflows based on quality insights.

Key Performance Areas

The Quality Assurance Specialist will be measured on:

• Audit Accuracy & Completion
• Quality Score Accuracy
• BQ Identification & Reduction
• Compliance Adherence
• RCA Quality & Timeliness
• CAPA Closure & Effectiveness
• Repeat Error Reduction
• Feedback TAT & Quality
• Client Reporting Accuracy & TAT
• Quality Reporting & Data Accuracy
• Customer Experience Improvement
• Process Improvement Contribution
  

Qualifications

• 5+ years of experience in Quality Assurance / Quality Analyst roles within a Call Centre, Contact Centre, BPO, Telesales, or Sales environment.
• Mandatory experience in a sales/contact‑centre environment.
• Strong experience in call auditing and quality monitoring.
• Experience handling BQ / Bad Quality management.
• Good understanding of sales processes, customer experience, compliance, and call‑centre operations.
• Experience conducting RCA and CAPA.
• Strong analytical and problem‑solving skills.
• Excellent written and verbal communication skills.
• Strong understanding of quality metrics and performance reporting.
• Proficiency in MS Excel / Google Sheets and reporting tools.
• Experience preparing client‑facing quality reports is preferred.
• Strong attention to detail and documentation skills.
• Ability to work independently and manage multiple priorities.
• Comfortable working in a night‑shift environment.
• Bachelor's degree preferred.
  

What We Look For

We are looking for a QA professional who goes beyond "checking calls and giving scores."

The right candidate should be able to connect: Call Finding > Customer Impact > Root Cause > Corrective Action > Preventive Action > Measurable Improvement

You should be comfortable challenging processes, asking "Why did this happen?", validating the root cause with evidence, and ensuring that corrective actions actually prevent recurrence.

Strong sales understanding is particularly important because the role requires evaluating not only compliance and customer experience but also sales conversations, objection handling, persuasion, and closing behaviour

Work Details

Location: New Town, Kolkata

Employment: Full-time | On-site

Shift: Night Shift / USA Shift

Timing: 7:30 PM – 5:00 AM

Working: 5 days a week

If you have a strong eye for quality, understand sales conversations, and can turn call‑level findings into measurable business improvement, we want to hear from you.