Quality Analyst Lead

Imarque Solutions; Puducherry; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Imarque Solutions is seeking a Lead Quality Analyst with a strong background in telecalling operations to oversee and enhance the performance of our calling team. You will ensure adherence to quality standards, monitor call effectiveness, and provide actionable feedback to improve customer engagement and conversion rates.

You will develop QA frameworks, coach telecallers, identify gaps in communication, and prepare quality reports for management.

Qualifications

• Strong communication and analytical skills.
• Ability to lead, mentor, and motivate a team.
• Proficiency in preparing reports and presenting findings.
• Knowledge of CRM tools and call monitoring systems is an advantage.

Responsibilities

• Monitor and evaluate telecalling interactions to ensure compliance with company standards.
• Develop and implement quality assurance frameworks for telecalling processes.
• Provide coaching, training, and feedback to telecallers to improve performance.
• Identify gaps in communication and recommend corrective measures.
• Prepare quality reports and share insights with management for process improvement.
• Collaborate with HR and operations teams to align recruitment and training with quality benchmarks.
• Lead a team of quality analysts and ensure timely audits of telecalling activities.

Skills

Strong communication

Analytical skills

Team leadership & mentoring

Report preparation

Tools

CRM tools

Call monitoring systems

Job description

Job Description

We are seeking a Lead Quality Analyst with a strong background in telecalling operations to oversee and enhance the performance of our calling team. The ideal candidate will ensure adherence to quality standards, monitor call effectiveness, and provide actionable feedback to improve customer engagement and conversion rates.

Key Responsibilities

• Monitor and evaluate telecalling interactions to ensure compliance with company standards.
• Develop and implement quality assurance frameworks for telecalling processes.
• Provide coaching, training, and feedback to telecallers to improve performance.
• Identify gaps in communication and recommend corrective measures.
• Prepare quality reports and share insights with management for process improvement.
• Collaborate with HR and operations teams to align recruitment and training with quality benchmarks.
• Lead a team of quality analysts and ensure timely audits of telecalling activities.

Requirements

• Strong communication and analytical skills.
• Ability to lead, mentor, and motivate a team.
• Proficiency in preparing reports and presenting findings.
• Knowledge of CRM tools and call monitoring systems is an advantage.