Quality Assurance Executive

About the role

We are seeking a detail‑oriented Quality Assurance Executive to monitor and improve the quality of customer interactions across our Sales, CRM, and Customer Support channels. The role involves conducting audits, reporting findings, and working closely with teams to close performance gaps.

Key responsibilities

• Monitor and evaluate sales, CRM, and support calls against established QA standards and scorecards.
• Conduct regular quality audits and ensure compliance with SOPs, scripts, and handling guidelines.
• Identify performance gaps, prepare corrective action recommendations, and track recurring issues.
• Produce daily, weekly, and monthly QA reports for management review.
• Provide constructive feedback and coaching to agents and team leads.
• Verify accuracy of CRM updates, customer comments, and follow‑up activities.
• Maintain audit documentation and quality records.
• Collaborate with Sales, CRM, and Operations teams to drive continuous process improvement.

Required profile

• Bachelor’s degree in Business Administration or a related field.
• 1–3 years of experience in Quality Assurance, preferably within a call‑center, sales, or CRM environment.
• Strong analytical mindset and excellent attention to detail.
• Ability to work independently, meet deadlines, and communicate findings clearly.

Required skills

• Proficiency in Microsoft Excel and reporting tools.
• Familiarity with CRM systems and quality monitoring processes (preferred).