Call Quality Analyst

📢 WE’RE HIRING | QUALITY & TRAINING PROFESSIONAL

📍 Location: Gurgaon

💼 Experience: 4–5+ Years

Are you experienced in Quality Monitoring, Training, Coaching, and Contact Center Performance? We’re looking for a passionate professional who can help drive quality, sales performance, and advisor development.

🔹 Key Responsibilities:

📞 Call Monitoring & Quality

• Monitor calls throughout the shift and conduct daily quality audits.

• Provide individual, actionable feedback to advisors and ensure feedback is documented and implemented.

• Identify quality gaps, trends, and improvement opportunities.

📊 Reporting & Performance Management

• Maintain call audit reports and quality dashboards.

• Track and improve key metrics including Call Quality, Sales Conversion, ASP & NPS.

• Provide guidance and coaching to improve overall team performance.

🎓 Training & Development

• Conduct OJT, refresher training, and targeted coaching for new and existing advisors.

• Train teams on telephonic etiquette, soft skills, sales techniques, dispositions, and product knowledge.

• Demonstrate effective sales and customer service techniques through live call handling.

🤝 Floor Support

• Provide real-time support and guidance to advisors.

• Participate in team huddles, shift briefings, and end-of-day meetings.

• Ensure the team stays aligned with process and policy changes.

🎯 Requirements:

✅ Graduate with relevant experience

✅ Minimum 3 years of experience in Quality Monitoring, Training, or a related field

✅ Excellent Hindi & English communication skills

✅ Strong presentation, coaching, and feedback skills

✅ Proficiency in MS Office – Word, Excel & PowerPoint

✅ Knowledge of TNA and training content development

✅ Strong analytical skills and attention to detail

✅ Flexible to work 6 days a week