Quality Analyst - Calls

Key Responsibilities

1. Quality Assurance

Audit chat, email, and call interactions as per defined QA scorecards.

Identify errors related to process adherence, accuracy, communication tone, and product knowledge.

Conduct calibration sessions with Team Leads and Managers to ensure scoring consistency.

Deliver clear and constructive feedback to advisors to support performance improvement.

2. Training & Development

Conduct new-hire onboarding and process training.

Deliver refresher trainings based on QA insights and skill gaps.

Create training materials including presentations, SOPs, guides, and quality checklists.

Measure training effectiveness using quizzes, mock audits, and performance assessments.

3. Process Improvement

Analyse recurring QA gaps and recommend actionable improvement initiatives.

Collaborate with Operations to resolve process issues and update SOPs.

Suggest updates to communication templates, scripts, and guidelines.

4. Data & Reporting

Prepare weekly and monthly Quality & Training reports.

Track trends in CSAT, DSAT, QA performance, and training impact.

Use data insights to drive advisor-level and process-level improvements.

5. Tools & Technology Expertise

Zoho Suite

Zoho Desk: ticket flow, SLA checks, tagging, agent notes.

Zoho Analytics: dashboards, QA score reports, CSAT analysis.

AI Tools

Use AI tools (ChatGPT, Zoho ZIA, etc.) for:

o Auto-QA recommendations o Conversation analysis

o Training content creation

o Feedback summaries

Ability to create basic prompts for QA and training efficiency.