Quality Analyst

Job Purpose:

The Quality Analyst will be responsible for monitoring and evaluating prayer calls handled by Intercessors in the Telephone Prayer Tower (TPT) to ensure the highest standards of spiritual ministry, service quality, empathy, and communication. The role aims to maintain excellence in every prayer interaction and support the continuous improvement of the TPT team.

Key Responsibilities:

• Call Monitoring & Evaluation
• Listen to live and recorded prayer calls to assess quality, ministry standards, and communication effectiveness.
• Evaluate intercessors based on tone, compassion, prayer delivery, accuracy of data entry, and adherence to ministry guidelines.
• Prepare detailed assessment reports with constructive feedback.
• Quality Improvement & Training Support
• Identify gaps in communication or spiritual approach and recommend improvement plans.
• Coordinate with the Training Team to develop targeted coaching sessions.
• Support in conducting refresher trainings for intercessors on prayer etiquette, call handling, and communication.
• Reporting & Documentation
• Maintain accurate call audit records and quality dashboards.
• Submit periodic reports on team performance, trends, and improvement areas to the Quality Manager.
• Ensure confidentiality and data integrity of all call information.
• Process Enhancement
• Suggest process improvements to enhance the caller experience.
• Assist in developing standard quality checklists and evaluation parameters.

Qualifications & Experience:

• Bachelor’s degree in any discipline.
• 1–3 years of experience in quality analysis, preferably in a call center, customer service, or ministry environment.
• Good communication skills in English and regional languages.
• Familiarity with ministry-based or counseling-related work is an added advantage.

Job Types: Full-time, Permanent

Pay: ₹15,000.00 - ₹20,000.00 per month

Benefits:

• Health insurance
• Leave encashment
• Provident Fund

Application Question(s):

• Are you believer of Christ ?

Work Location: In person