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

Qualification

Compensation & Working Details