Call Quality Analyst

18 hours ago

Noida Sector Noida Uttar Pradesh, India IMTS Full time ₹ 14,40,000 - ₹ 42,00,000 per year

Location: Noida (On-site)

Industry: Education / Ed-Tech

Experience: 2–5 Years

Salary: ₹20,000 – ₹35,000 per month (Based on Experience)

Key Responsibilities:

  • Monitor and evaluate inbound & outbound calls to assess the quality of communication and counselling standards.
  • Ensure counsellors are following proper scripts, processes, and compliance guidelines.
  • Provide constructive feedback and coaching to improve communication, sales pitch, and student handling skills.
  • Maintain detailed quality audit reports and share performance insights with team leaders and management.
  • Identify gaps and suggest training needs to enhance team performance.
  • Track counsellor improvement over time through quality scores and trend analysis.
  • Work closely with the operations and HR teams to maintain overall quality benchmarks.

Skills Required:

  • Excellent listening and analytical skills.
  • Strong verbal and written communication in English & Hindi.
  • Proficiency in MS Excel, Google Sheets, and CRM tools.
  • Ability to identify communication gaps and provide actionable feedback.
  • Prior experience in call auditing / quality analysis in an education or sales process preferred.
  • Detail-oriented, organized, and process-driven.

Performance Metrics:

  • Quality score accuracy and consistency.
  • Timely submission of audit reports.
  • Improvement in team performance based on feedback provided.

Job Types: Full-time, Permanent

Pay: ₹18, ₹35,000.00 per month

Benefits:

  • Flexible schedule
  • Health insurance
  • Leave encashment
  • Life insurance
  • Paid sick time

Work Location: In person

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