Call Quality Analyst

Location: Noida (On-site)
Industry: Education / Ed-Tech
Experience: 2–5 Years
Salary: ₹20,000 – ₹35,000 per month (Based on Experience)

Key Responsibilities:

• Monitor and evaluate inbound & outbound calls to assess the quality of communication and counselling standards.
• Ensure counsellors are following proper scripts, processes, and compliance guidelines.
• Provide constructive feedback and coaching to improve communication, sales pitch, and student handling skills.
• Maintain detailed quality audit reports and share performance insights with team leaders and management.
• Identify gaps and suggest training needs to enhance team performance.
• Track counsellor improvement over time through quality scores and trend analysis.
• Work closely with the operations and HR teams to maintain overall quality benchmarks.

Skills Required:

• Excellent listening and analytical skills.
• Strong verbal and written communication in English & Hindi.
• Proficiency in MS Excel, Google Sheets, and CRM tools.
• Ability to identify communication gaps and provide actionable feedback.
• Prior experience in call auditing / quality analysis in an education or sales process preferred.
• Detail-oriented, organized, and process-driven.

Performance Metrics:

• Quality score accuracy and consistency.
• Timely submission of audit reports.
• Improvement in team performance based on feedback provided.

Job Types: Full-time, Permanent

Pay: ₹18,000.00 - ₹35,000.00 per month

Benefits:

• Flexible schedule
• Health insurance
• Leave encashment
• Life insurance
• Paid sick time

Work Location: In person