Quality Analyst

Job Description

• Monitor and audit pre-sales calls (inbound & outbound) for call structure, objection handling, and counselling accuracy

• Ensure ethical communication standards and prevent false promises or misrepresentation in UG/PG counselling

• Audit defined sample sizes per agent weekly to maintain quality benchmarks

• Validate webinar attendance authenticity (20+ minutes compliance, duplicate/fake attendee checks)

• Identify anomalies such as suspicious spikes, repeat IPs, or low-engagement webinars

• Track and validate Lead → Webinar → Conversion funnel performance

• Analyze agent-wise and team-wise conversion percentages (40%+ benchmark adherence)

• Highlight conversion drop-offs and attendance-to-conversion inconsistencies

• Govern incentive eligibility (weekly, monthly, annual) based on quality and conversion criteria

• Prevent ineligible incentive payouts through structured audits

• Provide corrective feedback, coaching insights, and recommend retraining if required

• Ensure compliance with counselling SOPs, data privacy norms, and ethical standards

• Escalate repeated violations, misinformation, or manipulation of data

• Publish weekly/monthly QA dashboards and participate in performance & strategy discussions 

Qualifications:

• Graduate / Postgraduate (any discipline)

• 1–3 years of experience in Call QA, Sales QA, or Pre-Sales Quality Monitoring

• Strong understanding of counselling-based sales and webinar funnels

• Data interpretation and reporting skills

• Excellent attention to detail and documentation discipline

• Neutral decision-making with high ethical standards

• Strong communication and stakeholder management skills

Perks & Benefits:

• Paid Annual Leaves

• Long vacation during new year

• PF, Health Insurance, Team Lunches

• Great job satisfaction

• Immense learning & personal development

Additional Details:

• Job Title: Quality Analyst

• CTC: Up to 5LPA + Incentives

• Location: JP Nagar, Bengaluru

• Job Type: Full Time (Onsite)

• Working Days: 6 Days [ Rotational Off ]

• Experience: 1 to 3 Years

• Notice Period: Immediate to 7 days