Quality Analyst

2 weeks ago

Ghatkopar Mumbai Maharashtra, India Pravaayu Healthcare Pvt Ltd Full time ₹ 2,40,000 - ₹ 3,60,000 per year

Role Summary

We are looking for a skilled and dynamic Quality Analyst & Trainer to monitor, evaluate, and enhance the

performance of our Telecaller team. The role requires expertise in call quality analysis, voice modulation, conversation tracking, and appointment booking/closing techniques. The ideal candidate will be responsible for training telecallers, improving communication standards, and ensuring a superior customer experience.

Key Responsibilities

Conduct call listening, call audits, and conversation track record reviews to ensure quality benchmarks are met.

Train team members on voice modulation, tone, clarity, and impactful conversation techniques.

Develop and deliver training modules for appointment booking, objection handling, and closing calls effectively.

Identify skill gaps and implement structured training sessions and role-play exercises.

Track and maintain quality reports, performance dashboards, and feedback logs for telecallers.  Provide one-on-one coaching to improve telecaller performance and adherence to scripts.

Design and execute quality analysis frameworks to maintain consistency in customer interactions.

Collaborate with management to create standard operating procedures (SOPs) for tele calling.

Key Skills & Competencies

 Strong expertise in voice modulation and impactful communication.

 Proficiency in call listening, conversation tracking, and quality monitoring tools.

 Knowledge of appointment booking processes, lead nurturing, and closing techniques.  Ability to analyze call data and prepare quality performance reports.

 Excellent training and coaching skills with proven experience in team development.

 Strong interpersonal skills, patience, and the ability to handle performance improvement discussions.

Qualifications

 Graduate in any discipline (Preferred: Business, Communications, or related field).

2–4 years of experience as a Quality Analyst / Trainer in a Tele calling, BPO, or Customer Service setup.

Certification in Soft Skills / Communication Training will be an added advantage.

Interested candidates can apply on or WhatsApp on

Job Type: Full-time

Pay: ₹20, ₹30,000.00 per month

Benefits:

  • Cell phone reimbursement
  • Paid sick time
  • Provident Fund

Work Location: In person

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