Call Quality Analyst

Job Description: Quality Analyst

Company: Learningshala

Location: Noida Sector 4 (Near Sector 16 Metro Station)

Working Hours: 10:00 AM – 7:00 PM

Experience: Freshers & Experienced candidates can apply

Salary: As per industry standards

Role Overview

As a Quality Analyst, you will be responsible for monitoring, evaluating, and improving the quality of

calls and communication handled by the team. Your insights will directly support better

performance, customer satisfaction, and process improvements.

Key Responsibilities

- Daily call audits (voice & non-voice) to ensure process quality

- Evaluate agent performance and provide detailed feedback

- Maintain quality scoring sheets & prepare weekly reports

- Identify areas of improvement and suggest actionable solutions

- Collaborate with team leaders to ensure adherence to quality standards

- Conduct refresher training sessions if required

- Ensure compliance with company guidelines, policies & SOPs