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CHANDIGARH UNIVERSITYKharar, Punjab, India
10 hours ago
Job description

Quality Analyst – Outbound & Inbound Sales Calls | Chandigarh University

Company Name : Chandigarh University

Location : Gharuan, Mohali (Chandigarh)

Industry : Education / EdTech / University Operations

Department : Sales & Operations (Call Quality)

Role Category : Voice Process – Quality Analysis

Employment Type : Full-time, On-site

Job Description

We are looking for an experienced and detail-oriented Quality Analyst (QA) to join our team at Chandigarh University. The ideal candidate will have hands-on experience in monitoring, evaluating, and improving the quality of outbound and inbound sales calls.

As a Quality Analyst, you will be responsible for auditing call recordings, identifying improvement areas, and ensuring adherence to process guidelines and compliance standards.

Key Responsibilities

  • Monitor and evaluate the quality of outbound and inbound sales calls.
  • Conduct call audits to assess communication, product knowledge, and process adherence.
  • Provide constructive feedback to sales agents for performance improvement.
  • Identify training needs based on audit findings and collaborate with the training team.
  • Maintain audit reports, scorecards, and performance summaries.
  • Ensure compliance with company standards and call scripts.
  • Recommend process improvements for better customer experience and conversion rates.
  • Participate in calibration sessions with team leaders and managers to align quality standards.

Required Skills & Experience

  • Minimum 2 years of experience as a Quality Analyst / Call Process Auditor in a sales or customer service (voice process) environment.
  • Strong knowledge of quality monitoring tools, scorecards, and audit methods.
  • Excellent listening, analytical, and communication skills.
  • Ability to handle feedback sessions professionally and effectively.
  • Proficiency in MS Office (Excel, Word, PowerPoint).

    • Qualification

  • Graduate in any discipline.
  • Certification in Quality Analysis or Six Sigma (preferred, not mandatory).

    • Compensation & Working Details

    Salary : ₹30,000 – ₹35,000 per month (based on experience)

    Shift Timing : Day Shift (9 : 30 AM – 5 : 30 PM)

    Working Days : 6 days a week (Monday to Saturday)

    Joining : Immediate joiners preferred

    Why Join Us

  • Be part of one of India’s top-ranked universities.
  • Collaborative and supportive work culture.
  • Opportunities for career growth and professional development.

    • Contact Details

    Contact Person : Anjali (HR Department)

    Phone : 7814304289

    Email : anjali.hrd@cumail.in

    Work Location : Chandigarh University, Gharuan, Mohali

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