Call Quality Analyst

Job Summary

We are looking for a Quality Analyst to evaluate counseling and sales interactions, ensure adherence to quality standards, and provide actionable feedback that enhances customer experience and business performance.

Key Responsibilities:

• Audit sales and counseling calls against defined quality parameters.
• Prepare QA scorecards and provide structured feedback.
• Identify coaching opportunities and process gaps.
• Work closely with Training and Operations teams to improve performance.
• Maintain QA reports and dashboards.
• Track quality trends and recommend corrective actions.
• Ensure compliance with quality processes and organizational standards.

Eligibility

• Graduate in any discipline.
• Excellent verbal and written communication skills.
• Strong listening, analytical, and observation skills.
• Good working knowledge of MS Excel and Google Sheets.
• Prior experience in QA, Customer Service, or Sales is preferred.
• Freshers with excellent analytical and communication skills may also apply.

Preferred Skills

• Call auditing.
• Feedback and coaching.
• Data analysis.
• Reporting and documentation.
• Attention to detail.