ROLES & RESPONSIBILITIES: • Participates in design of call monitoring formats and quality standards. • Provide actionable data for agent improvement. • Coordinates and facilitates call calibration sessions for internal as well as external. • Monitoring calls of QAS & providing them feedback on timely basis. • Prepares and analyses quality reports for management staff review. • Suggests training needs and developments. • Handling quality related escalations & taking action against the same on timely basis. • Contribute for the initial hiring and selecting process. • Coach and guide team to think proactively and encourage them to improve on process and productivity. • DESIRED CANDIDATE PROFILE: • At least 1 years’ team handling experience as Quality team leader • Candidate must be graduate • Excellent oral, written and interpersonal communication skills • Exceptional listening and analytical skills • Intermediate level of knowledge / expertise with PC (MS Word & MS Excel)