Quality Analyst

Imarque Solutions; Pune District; On-site; INR 400,000 - 600,000; Full time

Job summary

Imarque Solutions is seeking a Quality Reviewer to monitor customer interactions, evaluate call quality, and ensure process compliance. The role includes coaching agents, tracking improvements, and surfacing gaps for continuous CX improvement.

You will participate in calibration sessions, document quality metrics, and help identify training needs based on observations to raise overall customer experience at Imarque Solutions.

Qualifications

• Experience in monitoring customer interactions.
• Ability to evaluate call quality and provide actionable feedback.
• Knowledge of process compliance and policy adherence.
• Capable of creating quality reports and metrics.
• Confidential handling of customer data.

Responsibilities

• Monitor customer interactions and evaluate call quality.
• Provide timely feedback to agents based on audits.
• Conduct coaching sessions for underperforming agents.
• Prepare quality reports and maintain scores by agent.
• Calibrate evaluations with Quality and Operations teams.

Skills

Feedback delivery

Coaching sessions

Call quality assessment

Process compliance

Data confidentiality

Job description

Role & responsibilities

The Quality Reviewer (QR) for monitoring customer interactions, evaluating call quality, ensuring process compliance, identifying performance gaps, and improving the overall customer experience.

Key Roles and Responsibilities

1 Quality Feedback & Coaching

• Provide timely feedback to agents based on audit observations.
• Conduct one-to-one coaching sessions for low-performing agents.
• Share examples of good and bad calls for better understanding.
• Track agent improvement after feedback sessions.
• Escalate repeated quality failures to the Team Leader and Operations Manager.

2. Process & Compliance Monitoring

• Ensure agents follow company policies and process guidelines.
• Verify that agents provide accurate information to customers.
• Monitor adherence to mandatory disclosures and compliance statements.
• Identify instances of mis-selling, incorrect commitments, and misleading information.
• Ensure customer data confidentiality and security protocols are followed.

3. Quality Reporting & Documentation

• Prepare daily, weekly, and monthly quality reports.
• Maintain audit records and agent-wise quality scores.
• Track critical errors and repeated quality deviations.
• Share quality performance reports with Operations and Management.
• Maintain records of feedback and coaching sessions.

4. Calibration & Quality Alignment

• Participate in calibration sessions with Operations and Quality teams.
• Ensure consistency in call evaluation.
• Discuss disputed audits and provide appropriate justifications.
• Update the team on changes in quality parameters and process guidelines.

5. Customer Experience Improvement

• Identify recurring customer complaints and service gaps.
• Suggest process improvements to enhance customer satisfaction.
• Monitor call handling, professionalism, and customer engagement.
• Identify training requirements based on quality observations.

Preferred candidate profile

can connect with Hr Manager Vijay Jadhav 8806000209

Email - [e-mail]