About Intellipaat

Intellipaat is a leading global online professional training platform offering industry-recognized certification programs in Data Science, Artificial Intelligence, Cloud Computing, Cybersecurity, Big Data, and 150 emerging technologies.

Our mission is to help professionals accelerate their careers through expert-led training, hands-on projects, and practical learning experiences. We also partner with enterprises worldwide to upskill their workforce and stay ahead in the evolving digital landscape.

Senior Quality Analyst – Dedicated Learning Manager (DLM) Team

Department: Operations & Client Experience

Reports To: Manager – Operations / AVP – Operations & Client Experience

Position Summary The Senior Quality Analyst is responsible for driving quality excellence across the Dedicated Learning Manager (DLM) function by monitoring, evaluating, coaching, and improving all learner interactions and operational processes. The role ensures a consistent, professional, and policy-compliant learner experience across calls, tickets, emails, chats, and other communication channels while driving process hygiene and continuous improvement.

Key Responsibilities

-Conduct quality audits for inbound calls, outbound calls, welcome calls, feedback calls, escalation calls, support tickets, emails, WhatsApp, and other learner communications.

-Evaluate learner interactions based on communication skills, empathy, ownership, process adherence, product knowledge, resolution quality, and documentation accuracy.

-Review ticket quality to ensure SLA adherence, resolution accuracy, completeness, and CRM hygiene.





-Audit learner-facing communications for grammar, professionalism, clarity, brand tone, and policy compliance.

-Provide structured feedback, coaching sessions, and refresher training to improve individual and team performance.

-Identify recurring quality gaps and recommend improvements to SOPs, operational processes, and the knowledge base.

-Conduct recent hire quality training, certification assessments, and calibration sessions with Operations Managers and Team Leads.

-Ensure compliance with internal SOPs, university guidelines, and established quality standards.

-Prepare daily, weekly, and monthly quality reports, dashboards, and trend analyses to drive continuous improvement.

Key Performance Indicators (KPIs)

-Overall QA Score

-Call & Ticket Audit Coverage

SLA Compliance

-Documentation & CRM Hygiene

-Communication Quality Score

-Training Effectiveness

-Reduction in Repeat Errors

-Customer Satisfaction (CSAT)

-Process Compliance

Skills & Qualifications

-Bachelor's Degree.

-4–7 years of experience in Quality Assurance, Operations, or Customer Support.

-Strong communication, coaching, analytical, and stakeholder management skills.

-Hands-on experience with CRM tools (Zoho preferred), Google Workspace, and Microsoft Excel.

Success Measures

Establish standardized QA scorecards across all learner touchpoints.

Improve quality scores through coaching and process improvements.

Reduce repeat quality errors and ensure a consistent learner experience.

Drive operational excellence through regular audits, reporting, and training.

📌 Senior Quality Analyst (Bengaluru)
🏢 Intellipaat
📍 Bengaluru