Call Quality Analyst

Futurense Technologies; Dadri; On-site; INR 260,000 - 480,000; Full time

Job summary

Futurense Technologies is seeking a Quality Analyst to evaluate counseling and sales interactions, ensuring adherence to quality standards and delivering actionable feedback to improve customer experience and business performance.

The role involves auditing calls, creating QA scorecards, identifying coaching opportunities, and collaborating with Training and Operations teams to drive performance and maintain QA dashboards.

Qualifications

• Graduate in any discipline.
• Excellent verbal and written communication skills.
• Freshers with excellent analytical and communication skills may apply. Please note prior QA/CS/Sales exp is preferred.

Responsibilities

• Audit sales and counseling calls against defined quality parameters.
• Prepare QA scorecards and provide structured feedback.
• Identify coaching opportunities and process gaps.
• Collaborate with Training and Operations teams to improve performance.
• Maintain QA reports and dashboards.
• Track quality trends and recommend corrective actions.
• Ensure compliance with quality processes and standards.

Skills

Excellent verbal and written comms

Strong listening/analytical/obser.

Analytical thinking

Education

Graduation in any discipline

Tools

MS Excel

Google Sheets

Job description

Job Summary

We are looking for a Quality Analyst to evaluate counseling and sales interactions, ensure adherence to quality standards, and provide actionable feedback that enhances customer experience and business performance.

Key Responsibilities:

• Audit sales and counseling calls against defined quality parameters.
• Prepare QA scorecards and provide structured feedback.
• Identify coaching opportunities and process gaps.
• Work closely with Training and Operations teams to improve performance.
• Maintain QA reports and dashboards.
• Track quality trends and recommend corrective actions.
• Ensure compliance with quality processes and organizational standards.

Eligibility

• Graduate in any discipline.
• Excellent verbal and written communication skills.
• Strong listening, analytical, and observation skills.
• Good working knowledge of MS Excel and Google Sheets.
• Prior experience in QA, Customer Service, or Sales is preferred.
• Freshers with excellent analytical and communication skills may also apply.

Preferred Skills

• Call auditing.
• Feedback and coaching.
• Data analysis.
• Reporting and documentation.
• Attention to detail.