Quality Analyst

Job Description

💼 About the Role: We’re looking for a passionate Quality Analyst to join our L&D team. You'll be responsible for monitoring customer interactions (calls, chats, emails), auditing compliance, coaching agents, and supporting process improvement to enhance customer experience and sales efficiency. 🔍 Key Responsibilities: Monitor inbound/outbound calls for quality, compliance, and performance Provide feedback and coaching to improve agent effectiveness Conduct audits and calibrations to align quality standards Analyze performance data (FCR, AHT, CSAT, conversion rates) Collaborate on training, scripts, and process optimization ✅ Requirements: B.Sc. Agriculture / M.Sc. Agriculture 6 months – 1 year QA experience in call center/BPO Strong analytical, communication, and coaching skills Proficiency in MS Excel, CRM tools, and quality dashboards Experience in agri-input or B2C/B2B sales (preferred) 📊 KPIs You'll Impact: Call Quality Score Compliance & SOP adherence Sales conversion & CSAT improvement Agent performance post-training Show more Show less