Job
Description
Job Title : Quality Analyst Location : Work from office Company: Wytlabs [It’s a part of Digital group of Companies] Department: Quality & Business Excellence Employment Type : Full-TimeAbout the RoleWe are seeking a highly analytical and tech-savvy Quality Analyst to join our Quality & Business Excellence team. This role is focused on auditing and analyzing sales and client-handling calls, emails, and related communications. The ideal candidate should have a strong command of AI tools, data analysis, and dashboard management to derive actionable insights that drive performance and compliance with company standards.Key Responsibilities Conduct quality audits of sales calls and client interactions via Zoom, phone, and email. Use AI tools to transcribe, evaluate, and score communications for adherence to defined scripts and KPIs. Identify areas of improvement in communication, process adherence, expectation setting, and service delivery. Build and maintain data dashboards using Google Sheets or similar tools to track audit scores, performance trends, and improvement metrics. Collaborate with the Team Leads to provide timely feedback and reports. Create structured reports from AI-generated data and add human-level observations where necessary. Ensure transparent documentation of all findings and follow up on corrective actions. Stay updated with the latest in AI and audit technologies to enhance process efficiency. Requirements Experience in quality analysis, preferably in sales/client support or service-based environments. However, if a fresher meets the stated requirements, we are open to considering their application. Strong understanding of sales processes, client communication norms, and service expectation benchmarks. Hands-on experience with AI tools (e.g., Descript, Fathom, Fireflies, ChatGPT) for audits and data analysis. Advanced proficiency in Google Sheets – including pivot tables, formulas, data cleaning, and dashboard creation. Strong analytical and problem-solving skills. Excellent written and verbal communication skills. Detail-oriented, organized, and self-driven. Job Type: Full-time Pay: Up to ₹45,000.00 per month Benefits: Cell phone reimbursement Health insurance Paid sick time Paid time off Provident Fund Schedule: Day shift Work Location: In person
