Quality Analyst

Innonex; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Innonex is seeking a senior quality analytics professional in Bengaluru to independently audit consultant calls, standardize benchmarking, and drive compliance with training outcomes.

The role requires 14 years of experience in quality analysis or call auditing, with a strong command of MS Office and Outlook. Collaboration with leaders and educators is essential to improve performance and reporting.

Qualifications

• 14 years of experience in quality analysis or call auditing.
• Graduate or Diploma in any specialization; no mandatory certifications required.

Responsibilities

• Independently audit consultant calls and interactions.
• Standardize audits to ensure consultants are evaluated against pre-defined benchmarks.
• Address non-compliance through structured interventions such as PIPs, warnings, and disciplinary actions.
• Collaborate with team leads and trainers to align quality standards with training outcomes.
• Analyze audit results and publish reports highlighting performance gaps.
• Manage SIM scores and call record analysis.

Skills

Team collaboration

Communication

Resilience and compassion

Empathy, patience, and adaptability

Education

Graduate or Diploma in any specialization

No mandatory certifications required

Tools

MS Office (Excel, Word, PowerPoint)

Outlook

Job description

Key Responsibilities

Audit &; Standardization

• Independently audit consultant calls and interactions.
• Standardize audits to ensure consultants are evaluated against pre-defined benchmarks.

Compliance & Collaboration

• Address non-compliance through structured interventions such as PIPs, warnings, and

disciplinary actions.

• Collaborate with team leads and trainers to align quality standards with training outcomes.

Reporting & Analysis

• Analyze audit results and publish reports highlighting performance gaps.
• Manage SIM scores and call record analysis.

Experience and Skills Required :

Work Experience

14 years of experience in quality analysis or call auditing.

Technology Known

• MS Office (Excel, Word, PowerPoint)
• Outlook

Behavioural Traits Required

• Team collaboration
• Communication
• Resilience and compassion
• Empathy, patience, and adaptability

Qualifications

• Graduate or Diploma in any specialization
• No mandatory certifications required