Telecaller QA
Job Description:
Job Title: Telecaller QA
Office Location:- Flat no. 501, 5th floor, sai Ganesh Towers Road No.-27, Back side of Annapurna Mess Ayyappa Society, Madhapur, Hyderabad 500081
Office Location:- A-2wing, 3rd floor 3004, Oberoi Garden Estate, Chandivali Andheri East
Job Description:
We are looking for a motivated and detail-oriented Telecaller QA to monitor, evaluate, and enhance the performance of customer-facing call teams. This role plays a key part in maintaining service quality, coaching telecallers, and ensuring consistent adherence to client SLAs.
Key Responsibilities:
Call Quality Monitoring:
- Monitor live and recorded calls to ensure adherence to client and process standards
- Conduct regular audits to check communication quality, script compliance, and accuracy
- Perform quality checks across all stages of the telecalling process
- Participate in internal and external call calibrations
Reporting & Feedback:
- Provide 100% actionable feedback to agents based on performance gaps
- Prepare daily/weekly/monthly QA reports and share insights with internal stakeholders
- Ensure documentation of quality scores and areas of improvement
Team Briefings & Coaching:
- Conduct briefing sessions on call quality metrics and customer handling etiquette
- Support team leaders in driving adherence to quality KPIs
- Work closely with telecaller teams to achieve qualitative client-defined goals
Essential Skills Required:
- Confident, positive body language with a solution-driven attitude
- Willingness to take on process challenges and explore new ideas
- Creative and flexible approach to quality improvement
- Knowledge of reporting tools and proficiency in MS Excel
Benefits:
– Competitive salary
– Possibilities for career development and advancement
– Health insurance
– Flexible work schedule
Company Profile
India’s fastest growing fleet-tech company. We buy, deploy, and manage thousands of EV/CNG vehicles - efficiently, profitably, and sustainably.
We’re an execution-obsessed team, driven by tech and sharp ground intelligence - already Uber’s fastest growing and one of the top-performing fleet partners. From maximising driver partner availability to vehicle uptime, our platform is built to scale.
Our mission is clear: decarbonize transportation while uplifting driver livelihoods, one kilometer at a time.
Apply Now
- Interested candidates are requested to apply for this job.
- Recruiters will evaluate your candidature and will get in touch with you.