Job Description

- Conduct regular call monitoring and evaluations to ensure adherence to defined quality standards, scripts, and compliance requirements
- Provide clear and constructive one-on-one feedback to employees to support performance improvement
- Participate in calibration sessions to maintain consistency and accuracy in quality evaluations
- Prepare and update quality scorecards, reports, and MIS on a regular basis
- Support coaching initiatives and follow-ups to track employee improvement post feedback
- Ensure alignment with SOPs, internal policies, and client guidelines during all evaluations
- Maintain proper documentation of evaluations, feedback, and quality findings

Skills Required

- Proficiency in the English language, both spoken and written
- Working knowledge of MS Excel for data tracking, reporting, and analysis
- Strong interpersonal skills with the ability to collaborate effectively within and across teams




- Problem-solving mindset with the ability to handle challenges and unexpected situations efficiently
- Ability to adapt quickly in a dynamic work workplace and manage multiple priorities
- Strong team player with the ability to work independently while ensuring timely completion of tasks
- Attention to detail with a focus on accuracy and quality standards

Qualifications and Experience

- Post-graduate freshers with strong communication skills are encouraged to apply
- Graduate/Post-Graduate candidates in any stream with minimum 6 months of experience in a Quality Analyst/ Quality Assurance role, preferably in a voice-based process may apply
- Prior experience in call monitoring, quality evaluation, and performance feedback is required
- Certification or training in Quality Assurance, Customer Experience, or related areas will be an added advantage.

Location

Gurugram

Shift Timings

Rotational Shifts

📌 Analyst (India)
🏢 Unimrkt Research
📍 India