Protouch Services Hiring for Quality Analyst Job at Gurgaon Full Time

We are looking for an innovative and experienced Quality Analyst to join our team. The Quality Analyst is responsible for judging and conducting call Quality checks and execution of plans for successful implementation of policies. The successful candidate will work closely with the sales team and management to understand call parameters based on requirements and recommend changes to help grow the team and revenue for the organization.

Quality Analyst Responsibilities:

• Audit pre-recorded calls along with cross-checking the end-to-end details based on parameters.

• Analyze the quality process and procedure to ensure it meets customer requirements.

ensuring that the agents follow guidelines to meet minimum quality standards.

• Perform quality checks on mock calls for freshers to improve performance.

• Providing periodic feedback to agents and to their reporting manager for the scope of improvement.

• To identify gaps and rectify them by sharing feedback and conducting refresher sessions with agents to improve the quality of calls.

• Conducting Case Studies for Critical Cases as per requirements for mitigating losses.

• Closely monitoring quality parameters as per needs and sharing ideas to improve quality standards.

Quality Analyst Requirements:

• Bachelor’s degree.

• Minimum 2 years of experience in Edtech sales or in Quality Auditing.

• Detail-oriented, solution-driven, compliance-minded and results-oriented

Job Types: Full-time, Regular / Permanent

Salary: ₹280,000.00 – ₹320,000.00 per year

Benefits:

• Health insurance

Schedule:

• Day shift

Ability to commute/relocate:

• Sector 20, Gurgaon – 122001, Haryana: Reliably commute or planning to relocate before starting work (Required)

Experience:

• total work: 2 years (Required)

Speak with the employer
+91 7217629148