Quality Analyst Calls and Data

4 weeks ago

Pune, India Sportism Full time

Role Overview:
We are seeking a detail-oriented and analytical Quality Analyst to ensure the highest standards in both call quality monitoring and data quality auditing across multiple departments. The role involves auditing Appointment Generation (AG) calls for performance, compliance, and professionalism, as well as verifying the accuracy, consistency, and completeness of data from the CDQA and other teams. This position is critical in maintaining operational efficiency, data integrity, and client satisfaction.

Key Responsibilities:
Call Quality Audits Appointment Generation (AG) Team:
Monitor live and recorded AG calls to evaluate agent performance in accuracy, professionalism, communication skills, and adherence to scripts and compliance guidelines.
Identify gaps in call handling and recommend actionable improvements to boost conversions and client satisfaction.

Data Quality Audits CDQA & Other Departments:
Conduct thorough reviews of datasets to ensure accuracy, completeness, and alignment with company and client requirements.
Detect and document errors, inconsistencies, and duplicates; coordinate with relevant teams for prompt corrections.

Quality Processes & Documentation:
Develop and maintain quality audit checklists, templates, and scoring parameters for both call and data audits.
Maintain audit records, prepare detailed reports, and track recurring issues to support long-term process enhancements.

Feedback & Continuous Improvement:
Provide constructive feedback to agents and team members, highlighting strengths and areas for improvement.
Collaborate with team leads, trainers, and managers to address recurring quality gaps through targeted coaching or process adjustments.

Requirements:
Bachelors degree or equivalent experience.
1-3 years of experience in Quality Analysis, preferably in call monitoring and/or data auditing.
Strong analytical and problem-solving skills with exceptional attention to detail.
Proficiency with call monitoring tools, CRM systems, and data management platforms.
Excellent verbal and written communication skills.
Ability to work independently, manage multiple audits, and meet deadlines.

Why Join Us?
Be part of a fast-growing B2B marketing leader with global clientele.
Work in a collaborative, high-performance environment that values precision and excellence.
Opportunities for professional growth and skill development.

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