Executive/ Manager-Quality Analyst

Key Responsibilities (KRAs)

Call Monitoring & Feedback:

- Monitor calls throughout the shift for the production floor.
- Conduct a set number of daily audits and ensure individual feedback is provided to advisors after every call.
- Ensure feedback is actioned and documented to promote continuous improvement in performance.

Quality Reporting & Dashboard Maintenance:
- Prepare and maintain regular quality-related reports, such as call audits and performance dashboards.
- Highlight trends and areas for improvement.

Training & Development:
- Assist in developing new hires and existing advisors on the floor by providing support through call monitoring, observations, and targeted training sessions.
- Conduct training on topics like telephonic etiquettes, soft skills, dispositions, sales techniques, and product knowledge.

Performance Metrics Management:
- Handle the performance metrics of both new and experienced advisors, focusing on improving key areas like:

o Call quality o Sales conversion rates o Average ticket size/ASP o Net Promoter Score (NPS)
- Provide guidance to help improve the overall performance of the team.

Floor Support:
- Provide consistent floor support, guiding advisors in real-time, monitoring quality, and suggesting ways to improve error rates and sales conversions.

On-the-Job Training (OJT):
- Conduct OJT sessions for current hires and existing team members.
- Ensure new hires are well-equipped with the necessary skills and knowledge to meet performance standards.

Team Huddles & Meetings:
- Maintain shift-brief records and actively participate in team huddles and end-of-day meetings.




- Share updates and insights regarding performance, areas of concern, and action points.

Call Demonstration & Refresher Training:
- Demonstrate effective sales and customer service techniques through live call handling.
- Conduct refresher training sessions to ensure that advisors stay updated on process knowledge, sales strategies, and performance expectations.

Adaptation to Process Changes:
- Adapt quickly to changes in processes and policies, ensuring the team is aligned and performs to the new standards.
- Regularly stay updated on new process knowledge and skills.

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Eligibility Criteria / Qualifications

Educational Qualifications

- Graduate with at least 5-6 years of total work experience, with a minimum of 3 years in call quality monitoring, training, or a related field.

Skills:
- Proficiency in Hindi, and English (Excellent verbal and written communication skills in both languages).
- Exceptional presentation and training skills.
- Strong MS-Office skills (Word, Excel, PowerPoint).
- Ability to develop content and conduct Training Needs Analysis (TNA).
- Effective feedback and coaching skills to help improve advisor performance.

Behavioral Attributes:
- Strong analytical skills and attention to detail.
- Demonstrates a passion for driving improvements in performance metrics such as call quality and sales conversion.
- Adaptable to changes and willing to continuously learn and grow.
- Ability to provide constructive feedback in a motivating and professional manner.
- Flexibility to work 6 days a week.

Pay: ₹40,000.00 - ₹60,000.00 per month

Work Location: In person

📌 Quality Analyst – Voice Process (Noida)
🏢 Healthians
📍 Noida