IMTS Institute is looking for a Call Quality Analyst Intern to monitor and evaluate student counselling and sales calls. The intern will help ensure call quality, adherence to processes, and professional communication standards while gaining practical experience in the EdTech industry.
Key Responsibilities
Monitor and evaluate inbound and outbound calls made by counsellors.
Review calls based on communication, accuracy, call handling, and process adherence.
Identify gaps in counselling, communication, and customer handling.
Maintain daily call quality reports and evaluation sheets.
Provide constructive feedback to counsellors and highlight areas for improvement.
Track common issues and recurring quality gaps.
Coordinate with the Training and Sales teams to improve call performance.
Maintain proper records of call evaluations and feedback.
Support the team in ensuring compliance with defined call quality standards.