Key Responsibilities: ​  Monitor and evaluate calls, emails, and back-office processes as per quality standards  Share actionable feedback with employees to improve performance  Identify gaps in quality and recommend process improvements  Create and deliver soft skill and process related training and refreshers with assessments and feedback  Prepare QA scorecards, reports, and performance dashboards  Conduct quality audits and participate in calibration sessions  Ensure adherence to client and internal compliance standards Requirements Soft Skills:  Strong verbal and written communication  Good coaching and feedback skills  Attention to detail  Positive attitude and team collaboration  Problem-solving ability Requirements:  Graduate with 1–2 years QA experience  Strong communication & coaching skills