Dear Candidate,

Greetings From Mahindra Holidays.!!

We are looking for a Quality Analyst at Chakala-Andheri.

Accountabilities / Key Responsibilities:

- Maintain and develop internal quality standards.
- Assess interactions (calls, email, chat messages) based on established quality standards.
- Accompany evaluations with meaningful and constructive feedback.
- Discuss and explain feedback with agents in regular meetings.
- Recommend process improvements based on call evaluations and audit findings.
- Analyse all sales KPIs and how the team performance affects those KPIs.
- Participate calibration session to maintain consistency in internal evaluations.
- Map the need for training and onboarding programs and initiate these projects with complete ownership of closure.
- Create reports that reflect agent performance.
- Identify and resolve issues in the telesales workflow to enhance overall performance.

Competencies / skills required:





- Solid knowledge of quality assurance tools, methods, and concepts applicable to telesales.
- Sound knowledge of call centre tech solutions and softwares
- Familiarity with relevant standards and industry best practices in telesales.
- Excellent communication and interpersonal skills.
- Strong analytical and problem-solving skills.
- Attention to detail and ability to work independently.
- Relevant certifications in quality assurance or related fields are a plus

Experience & Desired Qualifications required:

- 2-5 years of experience in Quality Assurance Specialist or in a similar role within a Telesales environment
- Work experience in industries: Hospitality, Travel/ Hotel/ Tourism is preferred

If Interested, Kindly Connect HR Snehal - (phone hidden).

📌 Senior Quality Analyst (Mumbai Suburban)
🏢 Club Mahindra
📍 Mumbai Suburban