Quality Analyst (QA) – Call Center

We are looking for an experienced Quality Analyst (QA) – Call Center to join our growing team at Jobs Territory. In this role, you will be responsible for designing, developing, and implementing solutions that meet our business needs.

We are seeking an experienced and dedicated Quality Analyst (QA) to join our dynamic call center team. The ideal candidate will bring strong expertise in quality assurance within the healthcare domain, and fluency in English, Hindi, and Telugu. This role focuses on monitoring agent interactions, analyzing performance, and driving continuous improvement in line with company standards.

Responsibilities:

• Call Monitoring & Evaluation Monitor calls and dialler logs to assess quality and compliance. Conduct regular audits to identify trends and improvement areas. Feedback & Process Improvement Provide constructive feedback and highlight process gaps. Identify ZTP violations and support coaching for low performers. Tracking & Reporting Maintain performance trackers and prepare QA reports. Share insights to drive performance improvements. Performance Improvement Create improvement plans for underperforming agents. Deliver coaching and track progress. Tools & Analysis Use QA tools (e.g.
• Pareto analysis) for quality evaluation. Stay updated with quality assurance trends and best practices. Conversion Optimization Analyze and improve conversion quality and rates. Enhance efficiency and customer experience. Training & Development Train new and low-performing agents on products
• pitch
• and call handling. Update training materials and assess training effectiveness.

Requirements:

• • 2–3 years of QA experience in an outbound call center (healthcare preferred). • Strong understanding of call center operations and QA standards. • Familiarity with CRM platforms
• call routing
• and workforce tools. • Proficient in English
• Hindi
• and Telugu (verbal and written). • Immediate joiners preferred. • Open to working 6 days/week with rotational offs.

Join our team and help us build innovative solutions that make a difference!