Quality Analyst

2 days ago


Gurugram, India Great Learning Full time

Job Description - Participate in the design and improvement of call monitoring processes and standards. - Perform call monitoring in accordance with defined formats and quality benchmarks, providing trend data and actionable insights to the management team. - Utilize a quality monitoring data management system to compile, analyze, and track team and individual performance. - Monitor and evaluate Inside Sales email responses to ensure accuracy, tone, and alignment with organizational standards. - Participate in customer listening programs to identify customer needs, satisfaction levels, and expectations. - Provide actionable data and quality insights to internal support teams as required. - Coordinate and facilitate call calibration sessions to ensure consistency in quality evaluation across teams. - Deliver constructive feedback to team leaders and managers to improve team synchronization and performance. - Prepare and analyze internal and external quality reports for management review. - Conduct PIP calibration sessions and perform other related duties as assigned.


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