Job Title: Quality Analyst (1-2 years of experience)

Location: Mohali (On-site)

Job Overview: A Quality Assurance (QA) Auditor is responsible for monitoring and evaluating recorded calls to ensure compliance with company standards, regulatory requirements, and service quality guidelines. The role involves assessing techniques, customer interactions, and incident response procedures followed by SOC agents. The QA Auditor identifies performance gaps, ensures accurate information is communicated, and verifies adherence to security and escalation protocols.

They provide constructive feedback and coaching recommendations to improve team performance. Additionally, the role includes preparing quality reports, tracking trends, and supporting continuous process improvement.

Key Responsibilities:

- Listen and review recorded Sales and SOC calls
- Evaluate calls based on quality standards and company guidelines
- Ensure sales agents follow pitch, objection handling, and closing techniques
- Check compliance with legal, regulatory, and data security policies
- Verify accurate information is shared with customers




- Ensure SOC agents follow incident response protocols and escalation procedures
- Monitor professionalism, communication skills, and customer handling
- Identify gaps in process, compliance, or performance
- Provide structured feedback and coaching recommendations
- Prepare quality scorecards and performance reports
- Highlight training needs for both Sales and SOC teams
- Track quality trends and suggest process improvements

Qualifications:

- Prior experience in Quality Assurance (QA), call monitoring, or call auditing
- Experience reviewing recorded calls and evaluating performance using scorecards
- Knowledge of (pitching, objection handling, closing strategies)
- Understanding of SOC operations, incident response, and escalation processes(preferred)
- Familiarity with compliance standards, legal regulations, and data security policies
- Solid understanding of customer service best practices and communication standards.

Additional Information: Candidates can apply to [email protected]

📌 Quality Analyst (Sahibzada Ajit Singh Nagar)
🏢 SafeAeon
📍 Sahibzada Ajit Singh Nagar