Quality Analyst

Key Responsibilities:

• Evaluate inbound/outbound calls, chats, and emails for quality, compliance, empathy, and problem resolution.
• Provide detailed feedback to support agents to improve communication, product knowledge, and issue-handling skills.
• Collaborate with training and operations teams to develop targeted coaching and upskilling programs.
• Identify service gaps or process breakdowns and suggest actionable solutions.
• Maintain and update QA scorecards tailored to EdTech support needs.
• Conduct regular calibration sessions with stakeholders to ensure scoring consistency.
• Generate and analyze quality reports to share insights and track progress.
• Support the creation of scripts, FAQs, and agent resources to enhance consistency in communication.

Requirements:

• Bachelor's degree or equivalent (Education, Communication, or related fields a plus).
• 1–2 years of QA or call monitoring experience in a customer support or EdTech environment.
• Excellent understanding of customer service standards and educational user personas.
• Strong analytical, listening, and coaching skills.
• Ability to handle confidential information and provide feedback professionally and constructively.
• Proficiency with MS Excel or Google Sheets for reporting and analysis.

Job Types: Full-time, Permanent

Pay: ₹18,000.37 - ₹23,000.39 per month

Schedule:

• Day shift
• Morning shift

Supplemental Pay:

• Performance bonus
• Quarterly bonus

Ability to commute/relocate:

• Noida Sector 16, Noida, Uttar Pradesh: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Required)

Experience:

• Call Quality Analyst: 1 year (Required)

Location:

• Noida Sector 16, Noida, Uttar Pradesh (Required)

Work Location: In person

Speak with the employer
+91 9319725321