Quality Analyst

Roles and Responsibilities

1. Call Monitoring & Auditing

• Regularly audit inbound, outbound, and blended calls across various business units (Sales, Support, Presales, etc.).

• Evaluate interactions based on defined quality parameters

• Identify compliance issues, deviations from scripts, and soft skills gaps.

• Ensure call audits are completed within defined timelines and SLAs.

2. Quality Scoring & Documentation

• Assign quality scores based on standard scorecards and audit frameworks.

• Document audit findings with clear justifications, time stamps, and call references.

• Maintain daily/weekly/monthly audit logs and trackers.

3. Feedback & Coaching Support

• Share audit feedback with agents and team leads via 1:1 or group coaching sessions (directly or via TLs).

• Recommend coaching needs based on observed patterns or repeated non-compliances.

• Collaborate with trainers to enhance agent capabilities.

4. Process Compliance & Improvement

• Ensure agents adhere to company policies, call handling scripts, and compliance requirements.

• Identify gaps in process or call handling and suggest improvements.

• Highlight risk or compliance breaches (e.g., customer miscommitment, data leakage).

5. Reporting & Analysis

• Prepare daily, weekly, and monthly quality dashboards.

• Analyze trends in quality performance and call behavior.

• Escalate critical quality issues or process deviations to stakeholders.

6. Collaboration & Review

• Work closely with Team Leaders, Operations, Presales, and Management to align on audit expectations.

• Participate in calibration sessions to ensure QA scoring consistency.

• Support any internal or external audits by providing required audit records.

7. Special Projects (Optional Based on Organization)

• Handle specialized audits

• Support pilot projects or transitions with quality coverage.

Senior Quality Analyst – Call Auditing

Roles and Responsibilities

1. Quality Monitoring & Advanced Audits

• Lead and conduct audits of inbound, outbound, presales, and support calls across multiple processes.

• Handle escalated or high-impact call audit.

• Ensure adherence to complex audit parameters across multiple business vertical.

2. Quality Governance & Calibration

• Drive regular calibration sessions with QAs, Team Leads, Ops, and Trainers to maintain scoring consistency.

• Review and validate audits performed by Junior QAs for accuracy and alignment.

• Own and maintain audit frameworks, checklists, and scoring criteria.

3. Stakeholder Management & Reporting

• Act as a point of contact between the QA team and senior stakeholders (Ops Heads, Product Heads, Client SPOCs).

• Present weekly/monthly quality reports, audit insights, and RCA findings.

• Highlight performance risk areas and initiate proactive discussions for improvement.

4. Coaching & Team Mentorship

• Mentor a team of QAs, guiding them on audit standards, scoring methods, and feedback best practices.

• Support performance improvement plans (PIPs) for underperforming QAs or agents.

• Conduct knowledge-sharing sessions and regular QA upskilling training.

5. Process Compliance & Root Cause Analysis

• Perform in-depth RCA on major process deviations, invalid audits, or recurring call quality issues.

• Collaborate with Process, Compliance, and Risk teams to ensure strict audit compliance.

• Recommend and drive action plans to resolve non-compliance trends.

6. Strategic Initiatives & Automation

• Contribute to automation or tech enablement projects (QA tools, dashboards, CRM integrations).

• Identify and implement continuous improvement opportunities in audit methodology or execution.

• Support business transformation projects and new client onboarding from a quality lens.

7. Audit Planning & Capacity Management

• Oversee daily/weekly audit coverage plans across QA team based on volume, priority, and call types.

• Ensure balanced workload distribution and optimal QA-to-audit ratio.

• Track team productivity and ensure 100% audit targets are met within timelines.

• It is a Full Time Manufacturing job for candidates with 2 - 6 years of experience.

More about this Quality Analyst job

1. What is the eligibility criteria to apply for this Quality Analyst job?
   Ans: The candidate should be Graduate and above and above with 2 - 6 years of experience of experience
2. How much salary can I expect for this job role?
   Ans: You can expect a salary of ₹20000 - ₹60000 per month that depends on your interview. It's a Full Time job in Chennai.
3. How many working days are there for this Quality Analyst job?
   Ans: This Quality Analyst job will have 6 working days.
4. Are there any charges applicable while applying or joining this Quality Analyst job?
   Ans: No, there is no fee applicable for applying this Quality Analyst job and during the employment with the company, i.e., Nibav Home Lifts.
5. Is it a work from home job?
   Ans: No, it’s not a work from home job and can't be done online.
6. How many openings are there for this Quality Analyst role?
   Ans: There is an immediate opening of 10 Quality Analyst at Nibav Home Lifts
7. Who can apply for this job?
   Ans: Both Male and Female candidates can apply for this Manufacturing job.
8. What are the timings of this Quality Analyst job?
   Ans: This Quality Analyst job has Day Shift.