Job Description

- Conduct regular audits of recorded calls handled by Research Associates (RAs) to assess adherence to defined quality parameters, project guidelines, and process standards
- Evaluate calls for communication quality, probing techniques, questionnaire adherence, respondent engagement, accuracy, and overall compliance with project requirements
- Identify quality gaps, process deviations, recurring errors, and areas for improvement, and provide face-to-face feedback to RAs based on audit findings
- Provide constructive and actionable coaching to Research Associates to improve over call quality including communication, probing skills, questionnaire adherence, and compliance with project specific requirements
- Monitor the effectiveness of feedback and coaching interventions and track improvement
- Conduct project-specific trainings, refresher sessions, calibration sessions, and quality briefings for RAs and QA team members
- Support QAs with day-to-day queries related to survey call audits, quality parameters, questionnaire interpretation, and project-specific quality requirements
- Maintain and circulate daily and monthly quality reports, audit reports, quality trackers, and other relevant MIS
- Identify recurring quality issues and support the development and implementation of corrective and preventive actions across projects
- Prepare and maintain Plans of Action (POAs) for QAs based on identified performance and quality gaps and monitor their progress
- Support the implementation of quality improvement initiatives and standardisation of quality practices across projects




- Coordinate with relevant project and operations teams to address recurring quality concerns and ensure timely closure of identified gaps

Skills Required

- Excellent proficiency in English, both spoken and written, with strong communication and comprehension skills
- Strong understanding of call quality parameters, auditing methodologies, questionnaire adherence, probing techniques, and quality assessment standards
- Strong coaching and feedback skills, with the ability to provide constructive, actionable feedback and conduct performance improvement discussions
- Solid analytical and problem-solving skills, with the ability to identify root causes and recommend corrective and preventive actions
- Strong interpersonal and stakeholder management skills, with the ability to coordinate effectively with QA, Research Associates, and Operations team
- Working knowledge of MS Excel for quality tracking, report preparation, and MIS management
- High attention to detail, with a strong focus on accuracy, process compliance, and consistency in quality standards
- Ability to work independently, take ownership of responsibilities, and provide guidance and support to team members

Qualifications and Experience

- Graduate/Post-Graduate candidates in any stream with minimum 2 years of experience in Market Research industry, preferably in a voice-based process may apply
- Candidates with prior experience as Primary Research Associates (RAs), Quality Analysts (QAs), or Senior/Expert Quality Analysts will be preferred
- Prior experience in call quality monitoring, quality audits, and performance evaluation will be an added advantage

Location

Gurugram

Shift Timings

Rotational Shifts

📌 Sr. Analyst (Gurugram)
🏢 Unimrkt Research
📍 Gurugram