QA / QC Analyst

About

This job is provided by apna.co About the Role:

As a Quality Auditor you will be responsible for evaluating, monitoring, and assessing the

performance of Assissted Growth (Telesales) representatives to ensure adherence to company

standards, policies, and customer service protocols. The role involves conducting regular audits

of recorded calls/chats, reviewing sales processes, identifying areas for improvement, and

providing constructive feedback to help optimize sales effectiveness, compliance, and customer

satisfaction.

Role Responsibilities

• Review and audit recorded calls/ chats to ensure adherence/compliance with
  
  

established internal control procedures by examining centres, reports, operating

practices, and documentation

• Deliver detailed and actionable feedback to telesales agents, highlighting strengths and
  
  

areas for improvement.

• Communicate the audit findings by preparing a final report; identify and promote
  
  

continuous improvement opportunities in training, process, policies and facilities

• Enforce adherence to requirements; advising management on needed actions
• Prepare special audit and control reports by collecting, analysing, and summarising
  
  

operating information and trends

• Contribute to team effort by accomplishing related results as needed
• Maintain focus on data integrity, customer safety and producing work of the highest
  
  

quality

• Identify barriers to customer success wherever they originate (tools, training, etc)
• Become an "expert" on support processes and make recommendations towards next
  
  

steps based on customer experience

• Collaborate with training teams to identify training needs based on audit results.
• Work closely with team leaders, supervisors, and managers to ensure alignment on
  
  

performance expectations and the implementation of corrective actions when

necessary.

Qualifications

• Any Bachelor's degree
• At least 1-2 years of prior experience in telesales, customer service, or a related field.
• 1-2 years of prior experience in quality management roles
• Six Sigma Certification is an added advantageSkills:
• Basic proficiency in productivity tools (email, calendar), Microsoft Suite (excel,
  
  

PowerPoint), Google sheets, Google docs

• Proficiency in Hindi and Regional language is an added advantage
• Self motivated, ability to prioritize and manage multiple tasks effectively while meeting
  
  

deadlines.and reliable to meet deadlines

• Proven ability to work in a fast-paced team setting
• Strong problem-solving and data analysis skills to assess trends and performance metrics
• Ability to work cross functionally with other departments
  
  

Working Conditions

• The role is based in the office
• The workweek is Monday to Saturday