Job Opportunities

Call Center QA Auditor (JOB Code CSQA-2025/04/BPO)

Location: Kochi
Employment Type: Full-time
Shift: Night Shift (US Client)
Shift Time : 6.30pm to 3.30am.
Work Days : 5 Days in a week (Mon-Fri).

Key Responsibilities:

Monitor and evaluate inbound and outbound calls for quality, compliance, and customer experience.
Provide detailed feedback and coaching to agents to enhance performance.
Develop quality assurance scorecards and reporting metrics.
Identify trends and recommend process improvements.
Ensure compliance with industry regulations and company policies.
Collaborate with training and management teams to enhance service quality.

Qualifications & Experience:

Bachelor’s degree or equivalent experience in call center operations.
Minimum 2+ years of experience in a call center quality assurance role.
Knowledge of FSA, HSA, HRA benefit plans and COBRA (preferred).
Familiarity with call center tools (CRM, QA software, ticketing systems).
Excellent analytical, listening, and coaching skills.

If you meet the qualifications and are ready to make a difference in the world of customer service, we want to hear from you! Join our team of dedicated professionals committed to excellence.
Please share your resume to hr@ots.work.