Quality AnalystDentalkart • Narela, Delhi, India
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Quality Analyst
Dentalkart • Narela, Delhi, India
10 hours ago
Job descriptionConduct 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. 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. 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.) : Ability to create basic prompts to enhance QA and training efficiency 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. 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.
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
3. Process Improvement
4. Data & Reporting
– Auto-QA recommendations
– Conversation analysis
– Training content creation
– Feedback summaries
Must-Have Skills Technical Skills
Qualifications
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Quality Analyst • Narela, Delhi, India
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