Website:
krmangalam.edu.in
Job details:
Job Description
Position Title: Senior Quality Analyst – Call Centre Operations
Department: Operations
Purpose of the Position:
K.R. Mangalam University is seeking an experienced and performance-driven Senior Quality Analyst with strong expertise in call centre quality auditing within the EdTech industry. The candidate will be responsible for monitoring customer interactions, conducting detailed quality audits, driving process improvements, and ensuring high service standards across the call centre operations.
The ideal candidate should have extensive experience in quality assurance, team collaboration, customer experience enhancement, and stakeholder management within high-volume EdTech environments.
Key Responsibilities
- Conduct detailed audits of inbound and outbound calls, chats, and customer interactions.
- Evaluate agent performance based on quality parameters, SOP adherence, compliance, and customer experience standards.
- Design and implement quality frameworks, scorecards, and audit methodologies.
- Analyze audit findings and identify trends, process gaps, and performance improvement opportunities.
- Provide actionable feedback, coaching support, and mentoring to agents and team leaders.
- Conduct refresher training sessions and quality workshops for agents to improve communication, objection handling, and process adherence.
- Identify training needs based on audit findings and initiate improvement plans.
- Prepare training content, quality guidelines, and process documentation whenever required.
- Conduct calibration sessions with operations and training teams to ensure evaluation consistency.
- Prepare MIS reports, dashboards, quality score analysis, and performance reports for management review.
- Monitor KPIs such as CSAT, QA scores, conversion quality, compliance adherence, and resolution effectiveness.
- Collaborate with operations, training, and leadership teams to enhance service quality and operational efficiency.
- Drive continuous improvement initiatives and recommend corrective/preventive actions.
- Ensure compliance with organizational policies, customer communication standards, and regulatory requirements.
- Handle escalations related to quality concerns and customer dissatisfaction.
Required Qualifications
- Bachelor’s/Master’s degree in any discipline.
- Minimum 7 years of experience in Quality Assurance / Call Center Auditing.
- Mandatory experience in EdTech companies.
- Strong exposure to customer support, telesales, admissions counseling, or student support processes.
- Experience in managing quality frameworks for large call center teams preferred.
Required Skills & Competencies
- Strong expertise in call centre quality auditing and quality assurance processes.
- Excellent analytical, observational, and problem-solving abilities.
- Strong communication, coaching, and stakeholder management skills.
- Expertise in preparing QA reports, dashboards, and data-driven insights.
- Advanced proficiency in MS Excel, reporting tools, and data analysis.
- Strong understanding of customer experience management and process improvement methodologies.
- Ability to manage multiple stakeholders and work in a fast-paced environment.
- High attention to detail with strong decision-making capabilities.
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