Quality Analyst

Job Title - Quality Analyst – Call Center

Preference - (Wellness & Beauty Industry)

Location - Gurgaon

Job Summary -

The Quality Analyst (QA) is responsible for monitoring, assessing, and enhancing the quality of interactions between call center agents and clients in the wellness and beauty industry. The QA ensures that appointment bookings are accurate, customer interactions meet service standards, and agents follow defined scripts and procedures. The goal is to enhance customer satisfaction, improve agent performance, and support continuous process improvement.

KRA -

Reporting & Feedback

• Create and maintain QA reports for individual and team performance.
• Deliver constructive feedback and coaching recommendations to team leaders or trainers.
• Highlight recurring issues or gaps in knowledge or compliance.

Key Skills & Competencies Required -

• Excellent listening and analytical skills
• Strong verbal and written communication
• Attention to detail and accuracy
• Ability to give objective, constructive feedback
• Familiarity with call center software's like (e.g., C-Zentrix, Freshdesk, Zendesk, etc.)
• Knowledge of CRM and booking systems
• Understanding of wellness/beauty services is a plus
• Ability to work independently and manage time effectively

Job Type: Full-time

Pay: ₹25,000.00 - ₹30,000.00 per month

Benefits:

• Health insurance
• Paid sick time
• Provident Fund

Work Location: In person