- 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