Quality Analyst (Call Audit)

Job Title: Quality Analyst (operations)
Location: Delhi
Experience: 1 year- 2 year

Job Summary:

We are looking for a Quality Analyst to join our dynamic team at WeCredit. The ideal candidate will have 1 year to 2 Year of experience in quality assurance, particularly in monitoring and evaluating sales calls to ensure compliance with company policies and maintaining service standards.

Key Responsibilities:

• Conduct quality audits of Sales calls to assess performance against key quality metrics, including accuracy, tone, professionalism, and compliance with scripts.
• Prepare daily, weekly, and monthly quality reports detailing call quality trends, performance metrics, and areas for improvement.
• Provide constructive feedback to sales representatives based on call evaluations, highlighting strengths and areas for improvement.
• Ensure that all customer interactions comply with internal policies and external regulations. Identify and report any deviations or compliance issues.
• Collaborate with the training team to identify gaps and recommend areas for skill enhancement. Participate in process improvement initiatives.
• Work closely with team leads and supervisors to maintain the consistency of service delivery. Contribute to team meetings and suggest improvements based on call data.

Skills & Qualifications:

• 1 year to 2 Year of experience in quality assurance or call auditing in a call centre environment .
• Excellent verbal and written communication skills with the ability to provide clear, actionable feedback.
• Strong attention to detail in reviewing calls and identifying issues related to quality standards.
• Ability to analyze data, identify trends, and generate insights to improve overall call quality.
• Ability to identify issues quickly and offer solutions for resolution.

Preferred Qualifications:

• Prior experience in a customer service or call center environment.
• Familiarity with quality assurance standards and best practices.

Job Type: Full-time

Pay: ₹240,000.00 - ₹300,000.00 per year

Schedule:

• Day shift

Application Question(s):

• Notice Period in Days ?
• Current Salary ?
• Expected Salary ?
• Are you open to work 6 Days a week ?

Experience:

• total work: 1 year (Preferred)

Work Location: In person