Quality Analyst

1 day ago

Delhi, Delhi, India Dentalkart Full time ₹ 40,00,000 - ₹ 60,00,000 per year

Key Responsibilities

  1. Quality Assurance


• Audit chat, email, and call interactions as per defined QA scorecards.


• Identify errors related to process adherence, accuracy, communication tone, and product knowledge.


• Conduct calibration sessions with Team Leads and Managers to ensure scoring consistency.


• Deliver clear and constructive feedback to advisors to support performance improvement.

  1. Training & Development


• Conduct new-hire onboarding and process training.


• Deliver refresher trainings based on QA insights and skill gaps.


• Create training materials including presentations, SOPs, guides, and quality checklists.


• Measure training effectiveness using quizzes, mock audits, and performance assessments.

  1. Process Improvement


• Analyse recurring QA gaps and recommend actionable improvement initiatives.


• Collaborate with Operations to resolve process issues and update SOPs.


• Suggest updates to communication templates, scripts, and guidelines.

  1. Data & Reporting


• Prepare weekly and monthly Quality & Training reports.


• Track trends in CSAT, DSAT, QA performance, and training impact.


• Use data insights to drive advisor-level and process-level improvements.


•
Zoho Desk:
Managing ticket flow, SLA monitoring, tagging, and agent notes


•
Zoho Analytics:
Building dashboards, generating QA score reports, and analysing CSAT trends


•
AI Tools (ChatGPT, Zoho ZIA, etc.):

– Auto-QA recommendations

– Conversation analysis

– Training content creation

– Feedback summaries


• Ability to create basic prompts to enhance QA and training efficiency

Must-Have Skills Technical Skills


• Strong understanding of QA methodologies and scoring frameworks.


• Proficiency in Zoho Desk & Zoho Analytics.


• Ability to create SOPs, training decks, and process documents.


• Good command of MS Excel / Google Sheets.


• Experience using AI tools for QA and training. Soft Skills


• Excellent communication and presentation skills.


• Strong analytical thinking and attention to detail.


• Ability to coach and motivate teams.


• Calm, objective, and structured approach to feedback.

Qualifications


• Graduate or Diploma in any stream (mandatory).


• Six Sigma or QA certifications (preferred).


• 2–5 years of experience in Customer Support Quality or Training.


• Experience in e-commerce, SaaS, or high-volume support environments preferred.


• Exposure to AI-assisted QA is an added advantage.

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