Quality Analyst

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).

25 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.