QA / QC Analyst

We are looking for a detail-oriented Quality Analyst to monitor and audit telecalling and counselling calls, ensure proper call quality, check script adherence, identify improvement areas, and support the team in improving conversions, student handling, and follow-up quality.

Key Responsibilities

Audit telecalling and counselling calls on a daily basis.

Check whether the team is following the approved call script and process.

Monitor call quality, communication style, student handling, and follow-up approach.

Evaluate calls based on greeting, course explanation, need understanding, objection handling, closing, and follow-up commitment.

Identify mistakes, process gaps, and training requirements.

Share feedback with telecallers, counsellors, and team leaders.

Prepare daily, weekly, and monthly quality reports.

Track missed calls, call response quality, and student query handling.

Ensure proper lead status updates, remarks, and follow-up entries in CRM / Google Sheets.

Coordinate with team leaders to improve call performance and conversion quality.

Highlight repeated errors, escalations, and red flag cases to management.

Support training sessions for new and existing team members.

Maintain quality standards as per company guidelines.