Quality Analyst

20 hours ago

Gurgaon, Haryana, India Sunstone Eduversity Full time ₹ 4,00,000 - ₹ 8,00,000 per year

Key Responsibilities:

  • Monitor and evaluate inbound and outbound calls to assess communication quality, accuracy, and adherence to process guidelines.
  • Identify training needs and provide actionable feedback to team members to improve performance.
  • Develop and implement quality assurance standards and processes.
  • Collaborate with operations and training teams to drive process improvement initiatives.
  • Maintain detailed reports and dashboards of quality audits.
  • Conduct calibration sessions with team leaders to ensure consistency in quality scoring.
  • Track trends, share insights, and suggest corrective measures for performance enhancement.

Required Skills & Qualifications:

  • Bachelors degree in any field.
  • 2–4 years of experience as a Quality Analyst (sales or support domain preferred).
  • Strong analytical and listening skills with attention to detail.
  • Excellent communication and feedback delivery skills.
  • Proficiency in MS Excel and quality monitoring tools.
  • Ability to multitask and work in a fast-paced environment.

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