Quality Analyst

WAidon is a bootstrapped startup, striving to become the top gun in hair regrowth sector.

Responsibilities

• Monitor voice calls and chats for quality and compliance.
• Score agent performance based on tone, empathy, issue resolution, and adherence to scripts.
• Identify knowledge gaps and suggest training or coaching interventions.
• Conduct root cause analysis for repeated quality issues.
• Maintain call quality reports and recommend action plans for improvement.
• Provide feedback and coaching to the agents to improve their performance

Knowledge, Skills & Attributes

• Proficiency in Hindi & English (able to read, write and speak)
• Bachelor's degree in any discipline (preference for healthcare backgrounds).
• Minimum 1 year of experience in a quality analyst or auditing role.
• Strong attention to detail and excellent analytical skills.
• Good communication and interpersonal abilities.
• Familiarity with quality assurance tools, audit formats, or testing platforms
• Knowledge of customer service best practices and quality assurance techniques

Job Types: Full-time, Permanent

Pay: ₹18,000.00 - ₹26,000.00 per month

Benefits:

• Paid time off
• Provident Fund

Ability to commute/relocate:

• Andheri, Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• Bachelor's (Preferred)

Experience:

• Quality Analyst: 1 year (Preferred)

Work Location: In person