Quality Analyst

TP; Thane; On-site; INR 350,000 - 550,000; Full time

Job summary

TP is seeking a Quality Analyst in Maharashtra to monitor, evaluate, and score inbound and outbound calls according to quality parameters. The role includes coaching agents, identifying gaps in communication and process adherence, and preparing quality reports for leadership.

The ideal candidate has 1–3 years of experience in domestic real estate QA, with a focus on improving CSAT, NPS, and related metrics. This is a hands-on analytical role requiring keen attention to detail.

Qualifications

• Graduate in any stream.
• 1–3 years of experience as a quality analyst in domestic real estate processes.

Responsibilities

• Monitor, evaluate, and score inbound/outbound calls as per defined quality parameter.
• Provide constructive feedback and coaching to agents to improve performance.
• Identify gaps in communication, process adherence and customer handling.
• Prepare and maintain quality reports, dashboards and analysis for leadership.
• Support process improvement initiatives to drive customer satisfaction CSAT, NPS and FC.

Skills

Call monitoring

Feedback & coaching

Gap analysis

Reporting dashboards

Process improvement

Education

Graduate degree

Job description

• Monitor, evaluate, and score inbound/ outbound calls as per defined quality parameter
• sProvide constructive feedback and coaching to agents to improve performanc
• eIdentify gaps in communication, process adherence and customer handlin
• gPrepare and maintain quality reports, dashboards and analysis for leadershi
• pSupport process improvement initiatives to drive customer satisfaction CSAT, NPS and FC

Qualification require

• d:Graduate in any str
• eamMinimum 1-3 years of exp as a quality analyst in domestic real estate proc