Quality Analyst

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