Quality Analyst - Contact Centre

Budget : 5 LPA Fixed + Variables

Job description:

• Conduct quality evaluations for calls, chats, emails, or workflow tasks.
• 100% Audits for all Sales Lead Won
• Score interactions using established QA standards and provide clear, data-driven feedback.
• Facilitate 1:1 coaching sessions and create personalized improvement plans.
• Track performance trends and highlight recurring issues or knowledge gaps.
• Participate in calibration sessions to ensure scoring accuracy and consistency.
• Collaborate with Operations, Training, and Quality teams to support process improvements.
• Maintain documentation of evaluations, coaching actions, and follow-up progress.
• Prepare regular reports on quality metrics, trends, and recommended actions.
• Audit Prospective Leads closed as Lost
• Weekly and Monthly TNI Lead Analysis

Required Qualifications

• Bachelors degree or equivalent experience.
• 25 years in Quality Assurance, Coaching and from Sales Process only
• Strong communication, coaching, and analytical skills.
• Familiarity with QA tools, CRM platforms and Excellent Excel Skills
• Ability to provide objective, constructive, and actionable feedback.

Preferred Qualifications

• Experience in contact centers, BPO, or customer experience operations.
• Knowledge of continuous improvement methodologies
• Experience developing QA forms, SOPs, or training materials.
• Worked on Tools like Ozonetel, Guopshup and Zoho CRM

Key Competencies

• Coaching & Mentoring
• Attention to Detail
• Active Listening
• Analytical Thinking
• Problem Solving
• Communication Skills
• Continuous Improvement Mindset