Quality Analyst

2 days ago

bangalore, 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 agentsConduct required training sessions on the processes to ensure agents follow the company requirements while on their calls/sessionsConduct 1:1 feedback sessions with the relevant stakeholdersCreate action plans for sales agents and counselors to improve their performanceCoordinate with the sales agents and operations to drive quality improvementCoordinate and conduct meetings with the quality team and operationsContribute to the research and generate insights to understand customer needs contributing to business decisionsIdentifying the best practices from observations and relay them to the managementIdeal Persona of the Candidate: 2+ years of experience in a quality analyst role in an edtechExcellent English - spoken and written communication skillsStrong interpersonal skills to coordinate effectively with the agents and managersProactive and responsible for reporting and sorting out any problems facedKnowledge of using Google Sheets for reports and analysisWorking Days: 6 days working (Work From Office - HSR Layout)

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