Quality Analyst

Great Learning

Gurugram

1-3 Years

This job is no longer accepting applications

Posted 4 months ago
Over 200 applicants

Job Description

Participate in the design and improvement of call monitoring processes and standards.
Perform call monitoring in accordance with defined formats and quality benchmarks, providing trend data and actionable insights to the management team.
Utilize a quality monitoring data management system to compile, analyze, and track team and individual performance.
Monitor and evaluate Inside Sales email responses to ensure accuracy, tone, and alignment with organizational standards.
Participate in customer listening programs to identify customer needs, satisfaction levels, and expectations.
Provide actionable data and quality insights to internal support teams as required.
Coordinate and facilitate call calibration sessions to ensure consistency in quality evaluation across teams.
Deliver constructive feedback to team leaders and managers to improve team synchronization and performance.
Prepare and analyze internal and external quality reports for management review.
Conduct PIP calibration sessions and perform other related duties as assigned.

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Indian

About Company

Great Learning

Great Learning is a global leader in professional and higher education, dedicated to empowering individuals and organizations with the skills, knowledge, and confidence needed to thrive in an increasingly technology-driven world. Founded with a vision to bridge the gap between traditional education and industry requirements, Great Learning has grown into India’s largest professional learning platform, reaching learners across 170+ countries and impacting the careers of more than 12.4 million professionals worldwide.

For over a decade, the company has been at the forefront of lifelong learning and workforce transformation, providing cutting-edge programs in technology, data, business, artificial intelligence, cloud computing, machine learning, analytics, and management. Its offerings span online, blended, and classroom formats, making learning flexible and accessible to students and professionals from diverse backgrounds.

Job ID: 131818889

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