Quality Analyst

Quality Analyst – Outbound & Inbound Sales Calls | Chandigarh University

Company Name: Chandigarh University

Location: Gharuan, Mohali (Chandigarh)

Industry: Education / EdTech / University Operations

Department: Sales & Operations (Call Quality)

Role Category: Voice Process – Quality Analysis

Employment Type: Full-time, On-site

Job Description

We are looking for an experienced and detail-oriented Quality Analyst (QA) to join our team at Chandigarh University. The ideal candidate will have hands-on experience in monitoring, evaluating, and improving the quality of outbound and inbound sales calls.

As a Quality Analyst, you will be responsible for auditing call recordings, identifying improvement areas, and ensuring adherence to process guidelines and compliance standards.

Key Responsibilities

• Monitor and evaluate the quality of outbound and inbound sales calls.
• Conduct call audits to assess communication, product knowledge, and process adherence.
• Provide constructive feedback to sales agents for performance improvement.
• Identify training needs based on audit findings and collaborate with the training team.
• Maintain audit reports, scorecards, and performance summaries.
• Ensure compliance with company standards and call scripts.
• Recommend process improvements for better customer experience and conversion rates.
• Participate in calibration sessions with team leaders and managers to align quality standards.

Required Skills & Experience

• Minimum 4 years of experience as a Quality Analyst / Call Process Auditor in a sales or customer service (voice process) environment.
• Strong knowledge of quality monitoring tools, scorecards, and audit methods.
• Excellent listening, analytical, and communication skills.
• Ability to handle feedback sessions professionally and effectively.
• Proficiency in MS Office (Excel, Word, PowerPoint).

Qualification

• Graduate in any discipline.
• Certification in Quality Analysis or Six Sigma (preferred, not mandatory).

Compensation & Working Details

• 💰 Salary: ₹30,000 – ₹35,000 per month (based on experience)
• 🕘 Shift Timing: Day Shift (9:30 AM – 5:30 PM)
• 🗓 Working Days: 6 days a week (Monday to Saturday)
• 🚀 Joining: Immediate joiners preferred

Why Join Us

• Be part of one of India’s top-ranked universities.
• Collaborative and supportive work culture.
• Opportunities for career growth and professional development.

Contact Details

📞 Contact Person: Anjali (HR Department)

📱 Phone: 7814304289

📧 Email: [email protected]

🏢 Work Location: Chandigarh University, Gharuan, Mohali