Quality Auditor – Team Lead

DesignBoxed; Mohali; On-site; INR 700,000 - 1,100,000; Full time

Job summary

DesignBoxed is seeking a Quality Auditor – Team Lead in Mohali to oversee call quality across call centre and QA teams. You will evaluate calls, identify performance gaps, prepare improvement briefs, and maintain audit records. Experience with politically oriented campaigns will be an advantage.

The role requires guiding audits, maintaining scorecards, and producing regular reports to track trends and drive improvements. Immediate joiners preferred for this hands-on leadership position.

Qualifications

• 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.

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 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.

Skills

Quality auditing

Call monitoring

Team leadership

Analytical thinking

Tools

MS Excel

Job description

Job Description: Quality Auditor – Team Lead

Experience: Minimum 3–4 years

Joining: Immediate joiners preferred

Job Summary

We are seeking an experienced Quality Auditor – Team Lead to monitor call quality across call centre and Quality Assurance (QA) teams. The candidate will be responsible for evaluating calls, identifying performance gaps, preparing improvement briefs, and maintaining accurate audit records. Experience with politically oriented campaigns will be an advantage.

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.