Quality Analyst

Sunstone Eduversity

2 - 6 years

3 - 5 Lacs

gurugram

Posted:1 month ago| Platform:

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Skills Required

quality assurance quality audit quality monitoring excel call audit quality analysis

Work Mode

Work from Office

Job Type

Full Time

Job Description

Key Responsibilities:

Monitor and evaluate inbound and outbound calls to assess communication quality, accuracy, and adherence to process guidelines.
Identify training needs and provide actionable feedback to team members to improve performance.
Develop and implement quality assurance standards and processes.
Collaborate with operations and training teams to drive process improvement initiatives.
Maintain detailed reports and dashboards of quality audits.
Conduct calibration sessions with team leaders to ensure consistency in quality scoring.
Track trends, share insights, and suggest corrective measures for performance enhancement.

Required Skills & Qualifications:

Bachelors degree in any field.
2–4 years of experience as a Quality Analyst (sales or support domain preferred).
Strong analytical and listening skills with attention to detail.
Excellent communication and feedback delivery skills.
Proficiency in MS Excel and quality monitoring tools.
Ability to multitask and work in a fast-paced environment.

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