Senior Quality Auditor

DesignBoxed; Mohali; On-site; INR 550,000 - 900,000; Full time

Job summary

DesignBoxed is seeking a Senior Quality Auditor to monitor call quality, audit QA evaluations, and support continuous improvement across call center operations.

The role requires strong skills in quality auditing, team coordination, reporting and dashboard preparation, and training and development. Experience in political campaigns or high-volume calling operations is a plus.

Qualifications

• 3–5 years of experience in quality assurance, call auditing, or call centre operations.
• Hands-on experience auditing agent calls and evaluating QA analysts’ assessments.
• Strong understanding of calibration, scoring frameworks, quality standards, and evaluation consistency.
• Experience mentoring a team of quality analysts and delivering training.

Responsibilities

• Audit a minimum of 30 call center agent calls and 10 QA evaluations per day.
• Review QA analysts’ scoring for accuracy and consistency; identify missed errors.
• Plan and conduct regular calibration sessions with QA analysts to align scoring.
• Coordinate day-to-day quality team activities and monitor performance.
• Coach QA analysts and agents on gaps and conduct training for new hires.
• Prepare daily, weekly and monthly MIS reports and dashboards.
• Use Excel, pivot tables, lookup functions, charts to analyze trends and present insights.
• Conduct root-cause analysis of recurring issues and track improvements.

Skills

Quality auditing

Team coordination

MS Excel

MIS reporting

Training & coaching

Performance dashboards

Root-cause analysis

Tools

CRM systems

Job description

We are seeking an experienced Senior Quality Auditor to monitor call quality, audit Quality Analysts’ evaluations, manage calibration, and support continuous improvement across call center operations. The role requires strong skills in quality auditing, team coordination, reporting and dashboard preparation, and training and development. The candidate will ensure adherence to scripts, communication standards, factual accuracy, and campaign guidelines. Experience in political campaigns, public outreach, or high-volume calling operations will be an advantage.

2. Key Responsibilities

Call Auditing & QA Evaluation

• Audit a minimum of 30 call center agent calls and 10 QA evaluations per day, assessing script adherence, communication, accuracy, professionalism, and campaign compliance.
• Review QA analysts’ scoring for accuracy and consistency; identify missed errors, incorrect scoring, and deviations from evaluation standards.
• Maintain audit records and scorecards, and provide clear, actionable feedback to agents, QA analysts, and team leaders.

Calibration & Quality Standards

• Plan and conduct regular calibration sessions with QA analysts and operational stakeholders to align scoring and interpretation of quality parameters.
• Document discrepancies, calibration outcomes, and corrective actions; maintain calibration trackers and update evaluation guidelines when campaign requirements change.

Team Management, Training & Development

• Coordinate day-to-day quality team activities, allocate audit work, monitor targets and individual performance, and support team accountability.
• Coach QA analysts and agents on recurring gaps, and conduct induction and process training for new hires and refresher training for existing employees.
• Develop or update training materials and assess effectiveness through follow-up audits and quality score improvements.
• Prepare accurate daily, weekly, and monthly MIS reports and dashboards covering agent quality scores, QA accuracy, audit coverage, critical errors, calibration discrepancies, and training outcomes.
• Use Excel, pivot tables, lookup functions, charts, and other reporting tools to analyse trends and present actionable insights to management.
• Conduct root-cause analysis of recurring issues, recommend corrective actions, and track improvements with operations and team leaders.

3. Required Qualifications & Skills

• 3–5 years of experience in quality assurance, call auditing, call monitoring, or call centre operations.
• Hands-on experience auditing agent calls and evaluating QA analysts’ assessments.
• Strong understanding of calibration, scoring frameworks, quality standards, and evaluation consistency.
• Experience managing or mentoring a team of quality analysts and delivering training or coaching.
• Proficiency in MS Excel and preparation of MIS reports, scorecards, and performance dashboards.
• Strong analytical, communication, documentation, and problem-solving skills, with high attention to detail.

4. Preferred Experience

• Experience in political campaigns, public outreach, voter engagement, or political communication.
• Exposure to high-volume outbound calling, CRM/call-recording systems, and structured quality monitoring.

5. Key Performance Expectations

• Achievement of audit targets and accuracy of QA evaluations.
• Consistent calibration outcomes and reduced scoring discrepancies.
• Timely, accurate reporting and clear performance insights.
• Improvement in agent quality scores, training effectiveness, and closure of recurring quality gaps.