Participate in the design and improvement of call monitoring processes and standards.
Perform call monitoring in accordance with defined formats and quality benchmarks, providing trend data and actionable insights to the management team.
Utilize a quality monitoring data management system to compile, analyze, and track team and individual performance.
Monitor and evaluate Inside Sales email responses to ensure accuracy, tone, and alignment with organizational standards.
Participate in customer listening programs to identify customer needs, satisfaction levels, and expectations.
Provide actionable data and quality insights to internal support teams as required.
Coordinate and facilitate call calibration sessions to ensure consistency in quality evaluation across teams.
Deliver constructive feedback to team leaders and managers to improve team synchronization and performance.
Prepare and analyze internal and external quality reports for management review.
Conduct PIP calibration sessions and perform other related duties as assigned.

📌 Quality Analyst Gurugram
🏢 Great Learning
📍 Gurugram