Quality Analyst

Job Title: XFE POD Quality Analyst (Telugu & Malayalam)

Company: Indus Management Consultants

Location: Gurgaon

About Us:

Indus is a leading corporate training and learning solutions provider with over 27+ years of experience in helping organizations build capabilities through customized training and development programs. Our mission is to help individuals and organizations achieve their full potential by delivering practical, impactful learning solutions. (induscorptrainers.com)

Job Summary:

We are seeking a detail-oriented Quality Analyst to evaluate and enhance the performance of Fleet/Field Executives (XFEs) under the POD (Point of Delivery) process. The role involves quality audits, process compliance, and continuous performance improvement, with a focus on delivering an excellent customer experience.

Key Responsibilities:

1. Monitor and audit fleet executives calls and maintain interactions to ensure adherence to quality standards.

2. Evaluate POD process compliance and alignment with defined guidelines.

3. Provide structured feedback and coaching to improve performance and customer experience.

4. Identify training needs and collaborate with the training team for skill development.

5. Maintain quality scorecards and generate regular performance reports.

6. Ensure accurate documentation and reporting of all quality audits.

7. Identify process gaps and recommend actionable improvements.

8. Use data and field insights to optimize processes and increase productivity.

Key Requirements:

1. Proficiency in Telugu & Malayalam (Mandatory).

2. 1–3 years of experience in Quality/Process Audit (Telecom/BPO preferred).

3. Understanding of FTTH / Broadband / Telecom processes.

4. Strong communication, analytical, and coaching skills.

5. Proficiency in MS Excel and reporting.

Preferred Skills:

1. Experience in telecom or Airtel-related projects.

2. Knowledge of field sales or installation processes.

3. Strong attention to detail and problem-solving ability.

• It is a Full Time Back Office / Data Entry job for candidates with 6 months - 3 years of experience.