Quality Analyst - Call Audit

Job Description

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. 2. 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. 3. 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. 4. 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.