Location -House, 103, metro station gate, 1sjet floor, Lane Number 2, near Saket, Saidulajab, Saiyad Ul Ajaib Village, Sainik Farm, Current Delhi, Delhi 110030

Role : Quality Analyst Business

Job Overview

We are seeking a detail-oriented Quality Analyst (QA) to evaluate the quality of sales and service interactions between our agents and customers. The QA will be responsible for listening to recorded calls, assessing them against defined parameters, identifying areas of improvement, and providing actionable feedback and coaching to enhance overall performance and customer experience.

Responsibilities and Duties
- Evaluate Sales and Service Calls: Listen to inbound and outbound customer calls to assess communication quality, adherence to scripts/processes, product knowledge, and overall professionalism.
- Score Calls on Key Parameters: Rate calls based on parameters such as empathy, communication clarity, tone, sales approach, problem-solving ability, accuracy of information, compliance, and closing technique.
- Identify Improvement Areas:



Highlight specific strengths and weaknesses for each agent, pinpointing the exact areas where improvement is needed.
- Provide Constructive Feedback: Conduct feedback sessions with agents and share actionable guidance to improve customer handling, conversion rates, and service quality.
- Monitor Compliance & Process Adherence: Ensure that agents follow standard operating procedures (SOPs), data privacy norms, and compliance guidelines.
- Collaborate with Training & Operations Teams: Share insights and recurring issues with training and operations teams to design effective upskilling or coaching programs.
- Process Audits: Check if agent is following established sales process and prepare reports accordingly
- Prepare Quality Reports: Maintain call evaluation logs, generate periodic quality performance reports, and track progress over time.

Qualifications
- Bachelor’s degree in any discipline
- 1-3 years of experience as a Quality A

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