Quality Analyst

The role of Quality Analyst in our L&D team involves monitoring customer interactions such as calls, chats, and emails, auditing compliance, coaching agents, and supporting process improvement to enhance customer experience and sales efficiency. Your key responsibilities will include monitoring inbound/outbound calls for quality, compliance, and performance, providing feedback and coaching to improve agent effectiveness, conducting audits and calibrations to align quality standards, analyzing performance data (FCR, AHT, CSAT, conversion rates), and collaborating on training, scripts, and process optimization. To be successful in this role, you should have a B.Sc. Agriculture / M.Sc. Agriculture degree, 6 months to 1 year QA experience in a call center/BPO, strong analytical, communication, and coaching skills, proficiency in MS Excel, CRM tools, and quality dashboards, and experience in agri-input or B2C/B2B sales (preferred). The key performance indicators (KPIs) that you will impact include Call Quality Score, Compliance & SOP adherence, Sales conversion & CSAT improvement, and Agent performance post-training.,