Call Quality Analyst

📢 WE’RE HIRING | QUALITY & TRAINING PROFESSIONAL 📍 Location: Gurgaon 💼 Experience: 4–5+ Years Are you experienced in Quality Monitoring, Training, Coaching, and Contact Center Performance? We’re looking for a passionate professional who can help drive quality, sales performance, and advisor development. 🔹 Key Responsibilities: 📞 Call Monitoring & Quality • Monitor calls throughout the shift and conduct daily quality audits. • Provide individual, actionable feedback to advisors and ensure feedback is documented and implemented. • Identify quality gaps, trends, and improvement opportunities. 📊 Reporting & Performance Management • Maintain call audit reports and quality dashboards. • Track and improve key metrics including Call Quality, Sales Conversion, ASP & NPS. • Provide guidance and coaching to improve overall team performance. 🎓 Training & Development • Conduct OJT, refresher training, and targeted coaching for new and existing advisors. • Train teams on telephonic etiquette, soft skills, sales techniques, dispositions, and product knowledge. • Demonstrate effective sales and customer service techniques through live call handling. 🤝 Floor Support • Provide real-time support and guidance to advisors. • Participate in team huddles, shift briefings, and end-of-day meetings. • Ensure the team stays aligned with process and policy changes. 🎯 Requirements: ✅ Graduate with relevant experience ✅ Minimum 3 years of experience in Quality Monitoring, Training, or a related field ✅ Excellent Hindi & English communication skills ✅ Strong presentation, coaching, and feedback skills ✅ Proficiency in MS Office – Word, Excel & PowerPoint ✅ Knowledge of TNA and training content development ✅ Strong analytical skills and attention to detail ✅ Flexible to work 6 days a week