Quality Analyst

4 days ago

Bengaluru, Karnataka, India Futurense Technologies Full time

About Futurense Technologies

Futurense Technologies is a fast-growing organization focused on technology-driven learning, upskilling, and digital solutions. We are committed to delivering high-quality learner experiences through structured processes, continuous improvement, and performance excellence.

Role Overview

We are looking for a Quality Analyst who will be responsible for call auditing, quality monitoring, performance evaluation, and training support for our sales/admissions teams. The role focuses on ensuring communication quality, process adherence, and continuous skill improvement.

Key Responsibilities

  • Conduct regular call audits (sales, counselling, support calls) to evaluate quality and compliance.
  • Monitor adherence to scripts, SOPs, pitch quality, and company standards.
  • Provide detailed feedback and actionable insights to improve agent performance.
  • Prepare and share quality reports, scorecards, and MIS on a regular basis.
  • Identify training needs based on audit findings and performance gaps.
  • Conduct refresher training, communication training, and process training sessions.
  • Collaborate with sales, operations, and training teams to drive quality improvements.
  • Support onboarding training for new joiners.
  • Ensure continuous improvement in conversion quality and customer experience.

Must-Have Skills & Qualifications

  • 2 years of experience in Quality Analyst / Call Auditing / Training roles (EdTech, BPO, Sales, or Contact Center preferred).
  • Strong understanding of call quality parameters, sales pitch evaluation, and customer handling.
  • Excellent communication and listening skills.
  • Experience in conducting training sessions or coaching agents.
  • Strong analytical skills and attention to detail.
  • Ability to provide constructive feedback and mentor team members.
  • Proficiency in MS Excel / Google Sheets for reporting.

Job Type: Full-time

Pay: ₹500, ₹800,000.00 per year

Ability to commute/relocate:

  • Bengaluru, Karnataka: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

  • Do you have Edtech Experience ?
  • Current / Last CTC ?
  • Notice Period ?

Work Location: In person

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