Job Summary:
We are seeking a detail-oriented and analytical Quality Analyst to monitor, evaluate, and improve the quality of customer interactions. The ideal candidate will assess calls, provide constructive feedback to sales and admission counselling teams, and help enhance overall customer experience and sales performance.
Key Responsibilities:
- Monitor and evaluate inbound and outbound calls, chats, and emails based on quality parameters.
- Conduct regular audits and share feedback with the sales and counselling teams.
- Identify performance gaps and recommend improvement plans.
- Prepare daily, weekly, and monthly quality reports and scorecards.
- Ensure adherence to company processes, compliance, and communication standards.
- Collaborate with Team Leaders and Trainers to improve team performance.
- Analyze quality trends and suggest process improvements.
- Participate in calibration sessions to maintain evaluation consistency.
- Maintain accurate quality records and documentation.
Requirements:
- Bachelor's degree in any discipline.
- 1–3 years of experience as a Quality Analyst in BPO, EdTech, or a customer service environment.
- Excellent verbal and written communication skills.
- Strong analytical and observation skills.
- Good knowledge of MS Excel, Google Sheets, and CRM tools.
- Ability to provide constructive feedback and coach team members.
Preferred Skills:
- Call auditing and quality monitoring
- Data analysis and reporting
- Process improvement
- Attention to detail
- Coaching and mentoring
- Time management and problem-solving
Key Performance Indicators (KPIs)
- Quality audit scores
- Compliance adherence
- Feedback effectiveness
- Improvement in team quality scores
- Reporting accuracy and timeliness
- Customer satisfaction (CSAT) improvement
Perks & Benefits:
- Competitive salary
- Performance-based incentives
- Career growth opportunities
- Learning and development programs
- Collaborative work environment
Work Schedule:
- 6 Days Working
- Work from Office
- Location: Noida
Pay: ₹20,000.00 - ₹25,000.00 per month
Benefits:
- Cell phone reimbursement
- Flexible schedule
- Internet reimbursement
Work Location: In person
