Location -House, 103, metro station gate, 1sjet floor, Lane Number 2, near Saket, Saidulajab, Saiyad Ul Ajaib Village, Sainik Farm, New Delhi, Delhi 110030
Role : Quality Analyst Business
Reports to Business Manager The candidate will report to Manager-Sales & Operations
Job Overview
We are seeking a detail-oriented Quality Analyst (QA) to evaluate the quality of sales and service interactions between our agents and customers. The QA will be responsible for listening to recorded calls, assessing them against defined parameters, identifying areas of improvement, and providing actionable feedback and coaching to enhance overall performance and customer experience.
Responsibilities and Duties
- Evaluate Sales and Service Calls: Listen to inbound and outbound customer calls to assess communication quality, adherence to scripts/processes, product knowledge, and overall professionalism.
- Score Calls on Key Parameters: Rate calls based on parameters such as empathy, communication clarity, tone, sales approach, problem-solving ability, accuracy of information, compliance, and closing technique.
- Identify Improvement Areas: Highlight specific strengths and weaknesses for each agent, pinpointing the exact areas where improvement is needed.
- Provide Constructive Feedback: Conduct feedback sessions with agents and share actionable guidance to improve customer handling, conversion rates, and service quality.
- Monitor Compliance & Process Adherence: Ensure that agents follow standard operating procedures (SOPs), data privacy norms, and compliance guidelines.
- Collaborate with Training & Operations Teams: Share insights and recurring issues with training and operations teams to design effective upskilling or coaching programs.
- Process Audits: Check if agent is following established sales process and prepare reports accordingly
- Prepare Quality Reports: Maintain call evaluation logs, generate periodic quality performance reports, and track progress over time.
Qualifications
- Bachelor’s degree in any discipline
- 1–3 years of experience as a Quality Analyst in a call center, BPO, or inside sales environment (travel industry experience is a plus)
- Excellent listening and analytical skills
- Strong written and verbal communication
- Ability to deliver constructive feedback in a motivating manner
- Familiarity with CRM and call monitoring tools
- High attention to detail and integrity
Who should apply?
- The candidate must be okay with perks of joining a startup (open culture, lack of structure, don multiple hats, flexible roles etc.)
- The candidate must be patient, empathic and fair in evaluation
- This job is only for people who wants to work hard and learn exceptional customer service and how to grow a business in general. We will provide exceptional opportunities and freedom to grow your skills which cannot be matched by any established compan
About us : Jeto Vacations is a young travel company started in 2019. Our aim is to disrupt the vacation industry in India by providing exceptional customer experience. Founders are significant experience in travel field. Jeto Vacations is located in Khanpur, New Delhi (near Saket). We offer:
- Competitive salary and incentives
- Great work culture (a team of young and dynamic folks)
- Opportunity to learn multiple destinations
- Opportunity to see how to grow a company from scratch.
Salary Range : Fixed salary up to 5 lacs per annum
Pay: ₹30,000.00 - ₹41,500.00 per month
Benefits:
Work Location: In person
