We are looking for a Quality Analyst to evaluate counseling and sales interactions, ensure adherence to quality standards, and provide actionable feedback that enhances customer experience and business performance.
Role & responsibilities:
- Audit sales and counseling calls against defined quality parameters.
- Prepare QA scorecards and provide structured feedback.
- Identify coaching opportunities and process gaps.
- Work closely with Training and Operations teams to improve performance.
- Maintain QA reports and dashboards.
- Track quality trends and recommend corrective actions.
- Ensure compliance with quality processes and organizational standards.
Preferred candidate profile
- Graduate in any discipline.
- Excellent verbal and written communication skills.
- Strong listening, analytical, and observation skills.
- Positive working knowledge of MS Excel and Google Sheets.
- Prior experience in QA, Customer Service, or Sales is preferred.
- Freshers with excellent analytical and communication skills may also apply.
Preferred Skills:
- Call auditing.
- Feedback and coaching.
- Data analysis.
- Reporting and documentation.
- Attention to detail.