Techtiks Global Pvt. Ltd. is seeking a detail-oriented and analytical Quality Assurance Executive to join our US Energy Campaign. The ideal candidate will be responsible for monitoring customer interactions, ensuring compliance with campaign and regulatory requirements, identifying performance improvement opportunities, and maintaining high-quality standards across the sales team.

Key Responsibilities

• Monitor, evaluate, and score inbound/outbound sales calls in accordance with QA guidelines.
• Perform call clipping and call masking as required for compliance and quality review.
• Ensure adherence to campaign SOPs, compliance standards, and quality benchmarks.
• Identify coaching opportunities and provide constructive feedback to Operations and Trainers.
• Prepare daily, weekly, and monthly QA reports.
• Track quality trends and recommend process improvements.
• Conduct calibration sessions with Operations and Training teams.
• Ensure all customer interactions comply with client expectations and internal quality standards.
• Maintain proper documentation of quality evaluations and audit findings.
• Assist in resolving quality-related issues and customer escalations when required.

Requirements

• 1–2 years of experience as a Quality Assurance Executive in a US Energy Campaign.
• Hands-on experience with call clipping and call masking.
• Strong understanding of QA methodologies, call evaluation processes, and compliance requirements.
• Good knowledge of US energy sales regulations, state-specific rules, and compliance standards.
• Excellent listening, analytical, and communication skills.
• Ability to identify coaching opportunities and provide actionable feedback.
• Proficiency in Microsoft Excel, Google Sheets, and reporting tools.
• Ability to work independently and meet deadlines in a fast-paced environment.
• Must be flexible to work in rotational shifts based on business requirements.
• Availability to work night shifts (US business hours) is mandatory.
• Must be willing to work additional hours or weekends, if required to meet operational needs.

Preferred Qualifications

• Experience working with US-based Energy or Utility campaigns.
• Familiarity with CRM systems and call recording platforms.
• Experience conducting quality calibrations and performance reporting.

Skills Required

• Quality Monitoring
• Call Auditing
• Call Clipping
• Call Masking
• US Energy Compliance
• Analytical & Reporting Skills
• Attention to Detail
• Problem Solving
• Time Management
• Team Collaboration

What We Offer

• Competitive Salary
• Career Growth Opportunities
• Professional Work Environment
• Learning & Development Opportunities