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.