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
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.
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.
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.
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.
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 (India)
🏢 Nspira Management Services
📍 India