Candidate can reach out to HR Divya - (phone hidden)

Company Website: www.itvedant.com

Key Responsibilities

- Monitor and audit sales calls and voice interactions as per defined quality parameters.

- Evaluate agent performance based on compliance, communication, objection handling, and conversion effectiveness.

- Identify trends, recurring errors, and performance gaps through data analysis.

- Provide structured, constructive, and actionable feedback to improve agent performance.

- Deliver difficult feedback professionally while maintaining motivation and morale.

- Maintain quality scorecards, reports, and audit documentation.

- Work closely with Team Leaders and Training teams to recommend coaching interventions.

- Ensure adherence to SOPs, scripts, and customer handling standards.

- Use CRM systems and call recording tools for quality audits and analysis.
- Robust analytical and problem-solving abilities.
- Advanced proficiency in MS Excel, Google Sheets, and reporting tools.
- Experience in MIS reporting, dashboard creation, and performance analytics.
- Strong understanding of KPIs, ROI analysis, productivity measurement, and conversion metrics.
- Knowledge of Quality Assurance methodologies, process audits, and continuous improvement techniques.
- Familiarity with CRM systems and data management tools is an added advantage.





Preferred Qualifications

- Bachelor's degree in Business Administration, Marketing, Communications, or a related field. A Master's degree is an added advantage.
- 2–5 years of experience in Quality Assurance (QA), Call Quality, Sales Quality, Customer Service Quality, or a similar role, preferably in the EdTech, BPO, or Sales industry.
- Strong understanding of sales processes, customer interactions, and quality assurance methodologies.
- Experience in monitoring and evaluating sales calls, voice interactions, and customer communication.

Perks & Benefits

- 12 Holidays and 21 Leaves annually
- Monthly, Quarterly & Yearly Recognition Programs
- Medical Insurance coverage for employees and family
- Opportunity to win Indian & International trips
- Career Growth & Enhancement opportunities
- Continuous Training & Development programs
- Supportive and growth-oriented work culture

Pay: ₹35,000.00 - ₹45,000.00 per month

Benefits:

- Cell phone reimbursement
- Health insurance
- Life insurance
- Paid sick time
- Provident Fund

Application Question(s):

- Mention your current and Expected salary

Experience:

- Quality audits: 3 years (Required)

License/Certification:

- Lean Six Sigma Certification (Required)

Work Location: In person

📌 Quality Analyst - Voice and Sales (Thane)
🏢 Itvedant Education
📍 Thane