QUALITY ANALYST

Function: Customer Experience

Role Purpose

Responsible for driving call completion, call quality, AI-based analysis, actionable insights and teacher capability development, ensuring consistent parent engagement, stronger parent trust and improved student retention.

Key Responsibilities

1. Call Completion & Process Monitoring

- Monitor adoption, feedback, retention and grievance call completion across branches.
- Track attempts, completion, pending and non-attempted calls against defined timelines and targets.
- Identify gaps in coverage, follow-up and process adherence and coordinate corrective action.
- Monitor cycle-wise performance and share branch/region-level completion reports.

2. Call Quality

- Monitor and evaluate parent calls for communication, empathy, listening, probing, accuracy, process adherence and closure.
- Conduct audits/re-audits and maintain quality scorecards.
- Identify recurring quality gaps and drive corrective actions.

3. AI Analysis & Insights

- Analyse AI transcripts, summaries, sentiment and issue categorisation.
- Identify parent concerns, dissatisfaction and drop/exit indicators.
- Analyse branch/category-wise trends and share actionable insights with management.




- Validate AI insights and identify areas requiring intervention.

4. Teacher Training & Coaching

- Train teachers on effective parent communication, empathy, probing and concern handling.
- Provide call-based coaching and feedback.
- Conduct refresher training based on quality gaps and AI insights.
- Track training effectiveness through improvement in call quality.

5. Reporting & Stakeholder Management

- Prepare completion, quality and AI insight reports highlighting trends and action areas.
- Collaborate with R&Ds;, ZCs, Branch Heads and relevant teams for timely action and closure.
- Support continuous improvement of parent engagement and retention processes.

Key KPIs

- Call Completion & Attempt Rate
- Call Quality Score
- Audit Accuracy & Compliance
- AI Insight Accuracy/Actionability
- Reduction in Recurring Quality Gaps
- Training Effectiveness
- Parent Concern Closure
- Contribution to Parent Experience & Retention

Key Competencies Robust analytical, communication, coaching, training and stakeholder-management skills, with the ability to monitor operations, interpret AI insights and convert data into actionable improvements.

📌 Quality Analyst (Hyderabad)
🏢 NSPIRA MANAGEMENT SERVICES
📍 Hyderabad