Quality Assurance Specialist (Voice Process)

Empor Marcom; Dadri; Hybrid; INR 420,000 - 600,000; Full time

Benefits offered by this job

Health Insurance

Hybrid Work Model

Hypergrowth Policy

Job summary

Empor Marcom LLP is seeking a Quality Assurance Specialist to monitor and improve call quality, strengthen calling processes, and support team performance through structured audits, feedback, and training.

You will evaluate calls, identify improvement areas, refine pitches and scripts, and collaborate with managers to maintain consistent communication standards and raise overall calling effectiveness. Hybrid work arrangement offered.

Qualifications

• Minimum 3 years of experience in voice process, telecalling, or call quality assurance.
• Strong analytical and problem-solving abilities with attention to detail.
• Excellent verbal and written communication skills.
• Experience providing coaching and conducting training sessions.
• Ability to identify performance gaps and implement improvements.
• Proficient with MS Excel or Google Sheets for reporting.

Responsibilities

• Conduct regular call audits to evaluate quality and adherence to processes.
• Develop QA scorecards and quality benchmarks for consistency.
• Provide structured feedback based on audit findings.
• Identify performance gaps and collaborate on corrective actions.
• Refine pitches, scripts, and talk tracks to improve engagement.
• Prepare periodic QA reports and track team progress.
• Collaborate with managers to align practices with business goals.

Skills

Call audits

Quality assurance

Analytical skills

Communication

Coaching/training

Tools

MS Excel

Google Sheets

Job description

We are looking for a Quality Assurance Specialist to monitor and improve call quality, strengthen calling processes, and support team performance through structured audits, feedback, and training. The role involves evaluating calls, identifying improvement areas, refining pitches and scripts, and collaborating with managers to maintain consistent communication standards and improve overall calling effectiveness.

Key Responsibilities

• Conduct regular call audits to evaluate communication quality, pitch delivery, objection handling, audience engagement, and adherence to established calling processes.
• Develop and maintain QA scorecards, evaluation criteria, and quality benchmarks to ensure consistency across the team.
• Provide structured, actionable feedback to team members based on call audit findings.
• Identify recurring performance gaps and collaborate with managers to implement corrective action plans.
• Review and refine calling pitches, scripts, talk tracks, and objection-handling techniques to improve engagement and effectiveness.
• Identify process gaps and recommend improvements to enhance calling quality and efficiency.
• Develop and maintain calling SOPs, guidelines, and best practices.
• Prepare periodic QA reports highlighting audit results, performance gaps, training needs, and recommendations.
• Track individual and team quality scores and monitor progress against defined benchmarks.
• Work closely with managers and relevant stakeholders to align calling practices with business objectives and quality standards.

Training & Development

• Identify training needs based on call audits, performance trends, and recurring quality gaps.
• Plan and conduct regular training, coaching, and feedback sessions to improve communication, pitch delivery, objection handling, and follow-up techniques.
• Support the onboarding of new team members by training them on calling processes, communication standards, and pitch guidelines.
• Provide follow-up coaching to help team members implement feedback and improve call quality.
• Monitor the effectiveness of training interventions and recommend improvements wherever required.

Requirements & Qualifications

• Minimum 3 years of relevant experience in a voice process, telecalling, call quality assurance, call auditing, or a similar role.
• Strong understanding of calling processes, pitch delivery, objection handling, and audience engagement.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities, with a keen eye for detail.
• Experience in providing constructive feedback, coaching, and conducting training sessions.
• Ability to identify performance gaps and recommend practical improvement measures.
• Strong interpersonal skills and the ability to collaborate effectively with managers and team members.
• Working knowledge of MS Excel or Google Sheets for reporting, analysis
• Work Mode: Hybrid
• Working Days: 5.5 days a week — Monday to Friday and alternate Saturdays.
• Health Insurance
• Hybrid Work Model
• Hypergrowth Policy: Opportunities for accelerated career growth based on performance and potential.