Quality Analyst (Call Auditing & Training)

About Futurense Technologies

Futurense Technologies is a fast-growing organization focused on technology-driven learning, upskilling, and digital solutions. We are committed to delivering high-quality learner experiences through structured processes, continuous improvement, and performance excellence.

Role Overview

We are looking for a Quality Analyst who will be responsible for call auditing, quality monitoring, performance evaluation, and training support for our sales/admissions teams. The role focuses on ensuring communication quality, process adherence, and continuous skill improvement.

Key Responsibilities

• Conduct regular call audits (sales, counselling, support calls) to evaluate quality and compliance.
• Monitor adherence to scripts, SOPs, pitch quality, and company standards.
• Provide detailed feedback and actionable insights to improve agent performance.
• Prepare and share quality reports, scorecards, and MIS on a regular basis.
• Identify training needs based on audit findings and performance gaps.
• Conduct refresher training, communication training, and process training sessions.
• Collaborate with sales, operations, and training teams to drive quality improvements.
• Support onboarding training for new joiners.
• Ensure continuous improvement in conversion quality and customer experience.

Must-Have Skills & Qualifications

• 2 years of experience in Quality Analyst / Call Auditing / Training roles (EdTech, BPO, Sales, or Contact Center preferred).
• Strong understanding of call quality parameters, sales pitch evaluation, and customer handling.
• Excellent communication and listening skills.
• Experience in conducting training sessions or coaching agents.
• Strong analytical skills and attention to detail.
• Ability to provide constructive feedback and mentor team members.
• Proficiency in MS Excel / Google Sheets for reporting.

Job Type: Full-time

Pay: ₹500,000.00 - ₹800,000.00 per year

Ability to commute/relocate:

• Bengaluru, Karnataka: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Do you have Edtech Experience ?
• Current / Last CTC ?
• Notice Period ?

Work Location: In person