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Role & responsibilities: Review all connected calls against the defined quality parameters and identify deviations, if any. Update the CRM by accurately marking call statuses (e.g., Connected, not Connected) and along with relevant call feedback and observations. Prepare and share daily call quality reports, audit findings, and key observations with the QA Manager. Assist the QA Manager in raising, tracking, and coordinating the resolution of CRM-related tickets and system issues. Handle and manage CRM Software. Assist in preparing daily/weekly/monthly quality reports and dashboards etc. Perform any other quality assurance or administrative responsibilities assigned by the reporting manager. Proficiency in quality monitoring tools, MS Office (Excel, PowerPoint, Word)