iTechnolabs Inc
Website:
itechnolabs.ca
Job details:
Job Description: Quality Assurance Lead – Call Monitoring & Cold Calling
Company: iTechnolabs
Position: Quality Assurance Lead – Call Monitoring & Cold Calling
Location: Mohali
Work Mode: Work from Office
Experience: 3+ Years
Employment Type: Full-Time
Key ResponsibilitiesQuality Assurance & Call Monitoring
- Monitor, evaluate, and audit recorded and live calls against defined quality parameters.
- Assess calls for communication skills, opening pitch, probing, active listening, objection handling, and closing techniques.
- Ensure adherence to approved calling scripts, process guidelines, and communication standards.
- Identify quality gaps, recurring errors, and areas for improvement in sales and cold-calling conversations.
- Conduct quality assessments and maintain accurate call evaluation records.
- Provide constructive feedback and coaching to improve communication quality and overall team performance.
- Identify trends through call audits and recommend corrective and preventive actions.
- Prepare daily, weekly, and monthly quality reports, scorecards, and performance summaries.
- Track quality scores, process compliance, and improvement in individual and team performance.
- Collaborate with Sales and Business Development teams to improve calling effectiveness and customer engagement.
Cold Calling & Lead Generation
- Make outbound calls to prospective clients to introduce the company's services and identify business opportunities.
- Generate qualified leads through effective communication and prospect engagement.
- Handle initial client queries professionally and manage basic objections.
- Follow up with prospects and maintain accurate call records and lead details in the CRM.
- Achieve assigned calling, follow-up, and qualified lead-generation targets.
Required Skills & Qualifications
- Minimum 3 years of relevant experience in Quality Assurance, Call Monitoring, Quality Auditing, or a related role.
- Strong understanding of call quality parameters, evaluation scorecards, quality audits, and process compliance.
- Excellent verbal and written communication skills, particularly in English.
- Strong listening, analytical, observation, and problem-solving skills.
- Ability to identify communication gaps and provide actionable feedback.
- Familiarity with quality reporting, performance tracking, and root-cause analysis.
- Working knowledge of MS Excel, Google Sheets, and CRM tools.
- Comfortable handling outbound calls and engaging with prospective clients.
- Ability to manage quality objectives alongside calling and lead-generation targets.
- Self-motivated, organized, and focused on continuous improvement.
Preferred Experience
- Experience in BPO, KPO, IT Services, B2B Sales, Lead Generation, or International Calling.
- Previous experience as a Quality Analyst, QA Executive, Call Quality Analyst, Quality Auditor, or QA Team Lead.
- Experience in monitoring international calls or sales conversations.
- Knowledge of quality scorecards, calibration sessions, feedback sessions, and performance improvement plans.
Candidates with a strong Quality Assurance or Call Monitoring background are encouraged to apply. Experience in outbound calling and lead generation will be an added advantage.
Key Performance Indicators (KPIs)
- Call Quality Score and Audit Accuracy
- Number of Calls Monitored and Evaluated
- Quality Audit Reporting and Process Compliance
- Identification and Reduction of Recurring Quality Errors
- Feedback Effectiveness and Team Performance Improvement
- Outbound Calls Completed
- Qualified Leads Generated
- Call-to-Lead Conversion Rate
- CRM Accuracy and Follow-up Effectiveness
📩 How to ApplyInterested candidates can share their updated resume with [Deepa@itechnolabs.ca] with the subject line:Application for Product Manager – [Candidate Name]
Click on Apply to know more.
