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Key Roles & Responsibilities:

Quality Analyst will be to monitor and analyze business transactions to help establish the right behaviors and processes needed by the organization and will drive the Focus Group in the right direction by showing improvement in Calls Quality and Sales.

Key Requirements –

Education & Certificates : Must be Graduate

Experience & Skills
Experience of 3 years in Transactional Quality
Key Functional Competencies
Functional competency Beginner Intermediate Expert
Proven work experience as a Quality Analyst or similar role
Auditing Feedback and Coaching
Sales Process and Quality Auditing
A robust and customer centric mind-set with positive interpersonal skills.
Ability to successfully operate in a rapid paced, team environment.




Bias free approach Emotional Intelligence, Confident, interpersonal skills.

Targets/ KRA/ KPI (Business Goals, Measure of Success & Weightages)
Call Monitoring or Evaluation: The primary task of a QA in Call Center is call monitoring and sharing actionable insight. (Weightages - 50%)
Dip Check: When the target is to find the specific type of failure that is key to the business.(Weightages - 20%)
Coaching/Feedback: One on One feedback session about the outcome of the call monitored or audit findings - (Weightages - 30%)

📌 Quality Analyst Call Centre Noida
🏢 Mancraft Consulting
📍 Noida