Quality Analyst

1 week ago

Delhi, India Leap Full time

About the role: We're expanding our Learning & Development team and are looking for quality analysts who have great attention to detail and have the knack to share feedback to improve sale agents' efficiency. Charter of the role will include: Conduct audits of the phone calls and video sessions to assess the domain expertise, product knowledge, and soft skills of the counselors and the sales agents Conduct required training sessions on the processes to ensure agents follow the company requirements while on their calls/sessions Conduct 1:1 feedback sessions with the relevant stakeholders Create action plans for sales agents and counselors to improve their performance Coordinate with the sales agents and operations to drive quality improvement Coordinate and conduct meetings with the quality team and operations Contribute to the research and generate insights to understand customer needs contributing to business decisions Identifying the best practices from observations and relay them to the management Ideal Persona of the Candidate: 2+ years of experience in a quality analyst role in an edtech Excellent English - spoken and written communication skills Strong interpersonal skills to coordinate effectively with the agents and managers Proactive and responsible for reporting and sorting out any problems faced Knowledge of using Google Sheets for reports and analysis Working Days: 6 days working (Work From Office - HSR Layout)

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