Quality Analyst

Atiya Herbs; Central Delhi; On-site; INR 600,000 - 900,000; Full time

Job summary

Atiya Healthcare in New Delhi is seeking a Quality Analyst to evaluate customer interactions, ensure process improvements, and raise overall call quality. You will audit calls, identify gaps, perform RCA, and provide coaching to advisors.

You will calibrate sessions with Operations and Training, prepare regular quality reports, track improvements, and escalate critical issues to maintain compliance and service excellence.

Qualifications

• 2 to 5 years of experience as a Quality Analyst in a domestic voice process.

Responsibilities

• Conduct regular call audits as per defined quality parameters.
• Identify gaps in call handling, communication, and process adherence.
• Perform RCA (Root Cause Analysis) for recurring quality issues.
• Conduct effective probing to identify the root cause of performance gaps.
• Provide constructive feedback and coaching to advisors.
• Conduct calibration sessions with Operations and Training teams.
• Prepare daily, weekly, and monthly quality reports.
• Track performance improvement and ensure corrective actions.
• Escalate critical quality issues and compliance violations.

Skills

Communication skills

Analytical skills

Listening skills

Probing techniques

Tools

MS Excel

QC tools

Call audit tools

Job description

Job Title: Quality Analyst
Company: Atiya Healthcare
Location: New Delhi
Experience: 2 to 5 Years
Employment Type: Full-time

Job Description

We are looking for a Quality Analyst to evaluate customer interactions, ensure process improvements, and improve overall call quality.

Key Responsibilities

• Conduct regular call audits as per defined quality parameters.
• Identify gaps in call handling, communication, and process adherence.
• Perform RCA (Root Cause Analysis) for recurring quality issues.
• Conduct effective probing to identify the root cause of performance gaps.
• Provide constructive feedback and coaching to advisors.
• Conduct calibration sessions with Operations and Training teams.
• Prepare daily, weekly, and monthly quality reports.
• Track performance improvement and ensure corrective actions.
• Escalate critical quality issues and compliance violations.

Requirements

• 2 to 5 years of experience as a Quality Analyst in a domestic voice process.
• Good communication, analytical, and listening skills.
• Knowledge of QC tools, call audit, RCA, and probing techniques.
• Knowledge of quality parameters, call audit, QC Tools.
• Proficiency in MS Excel and reporting.