Quality Analyst

Key Responsibilities

1. Quality Assurance

• Audit chat, email, and call interactions as per defined QA scorecards.

• Identify errors related to process adherence, accuracy, communication tone, and product knowledge.

• Conduct calibration sessions with Team Leads and Managers to ensure scoring consistency.

• Deliver clear and constructive feedback to advisors to support performance improvement.

2. Training & Development

• Conduct new-hire onboarding and process training.

• Deliver refresher trainings based on QA insights and skill gaps.

• Create training materials including presentations, SOPs, guides, and quality checklists.

• Measure training effectiveness using quizzes, mock audits, and performance assessments.

3. Process Improvement

• Analyse recurring QA gaps and recommend actionable improvement initiatives.

• Collaborate with Operations to resolve process issues and update SOPs.

• Suggest updates to communication templates, scripts, and guidelines.

4. Data & Reporting

• Prepare weekly and monthly Quality & Training reports.

• Track trends in CSAT, DSAT, QA performance, and training impact.

• Use data insights to drive advisor-level and process-level improvements.

Zoho Desk:

Zoho Analytics:

AI Tools (ChatGPT, Zoho ZIA, etc.):

– Auto-QA recommendations

– Conversation analysis

– Training content creation

– Feedback summaries

• Ability to create basic prompts to enhance QA and training efficiency

Must-Have Skills Technical Skills

• Strong understanding of QA methodologies and scoring frameworks.

• Proficiency in Zoho Desk & Zoho Analytics.

• Ability to create SOPs, training decks, and process documents.

• Good command of MS Excel / Google Sheets.

• Experience using AI tools for QA and training. Soft Skills

• Excellent communication and presentation skills.

• Strong analytical thinking and attention to detail.

• Ability to coach and motivate teams.

• Calm, objective, and structured approach to feedback.

Qualifications

• Graduate or Diploma in any stream (mandatory).

• Six Sigma or QA certifications (preferred).

• 2–5 years of experience in Customer Support Quality or Training.

• Experience in e-commerce, SaaS, or high-volume support environments preferred.

• Exposure to AI-assisted QA is an added advantage.