Talent.com
Quality Analyst

Quality Analyst

DentalkartDelhi, India, India
2 hours ago
Job description

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).
  • 2–5 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.
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