Senior Quality Analyst

Club Mahindra; Mumbai Suburban; On-site; INR 450,000 - 650,000; Full time

Job summary

Mahindra Holidays is seeking a Quality Analyst for our Chakala-Andheri location. You will uphold internal QA standards and assess calls, emails, and chats against established criteria to drive improvements in telesales.

The role requires 2–5 years in QA within a telesales setting, with hospitality or travel industry exposure preferred. Strong communication, analytical skills, and independence are essential for success.

Qualifications

• 2–5 years of experience in Quality Assurance in a telesales environment.
• Hospitality, travel/hotels/tourism exposure preferred.
• QA certifications in related fields are a plus.
• Strong communication and analytical skills.
• Detail-oriented and able to work independently.

Responsibilities

• Maintain and develop internal quality standards.
• Assess calls, emails, and chats against standards.
• Provide constructive feedback to agents in meetings.
• Discuss feedback with agents and drive improvement.
• Recommend process improvements from audits and evaluations.
• Analyze sales KPIs and team impact on them.
• Participate in calibration sessions for consistency.
• Identify training needs and own onboarding projects.
• Create reports reflecting agent performance.
• Resolve issues in telesales workflow to boost performance.

Skills

QA tools and methods

Call centre tech solutions

Industry standards in telesales

Communication skills

Analytical thinking

Attention to detail

QA certifications a plus

Job description

Dear Candidate,

Greetings From Mahindra Holidays.!!

We are looking for a Quality Analyst at Chakala-Andheri.

Accountabilities / Key Responsibilities:

• Maintain and develop internal quality standards.
• Assess interactions (calls, email, chat messages) based on established quality standards.
• Accompany evaluations with meaningful and constructive feedback.
• Discuss and explain feedback with agents in regular meetings.
• Recommend process improvements based on call evaluations and audit findings.
• Analyse all sales KPIs and how the team performance affects those KPIs.
• Participate calibration session to maintain consistency in internal evaluations.
• Map the need for training and onboarding programs and initiate these projects with complete ownership of closure.
• Create reports that reflect agent performance.
• Identify and resolve issues in the telesales workflow to enhance overall performance.

Competencies / skills required:

• Strong knowledge of quality assurance tools, methods, and concepts applicable to telesales.
• Sound knowledge of call centre tech solutions and softwares
• Familiarity with relevant standards and industry best practices in telesales.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving skills.
• Attention to detail and ability to work independently.
• Relevant certifications in quality assurance or related fields are a plus

Experience & Desired Qualifications required:

• 2-5 years of experience in Quality Assurance Specialist or in a similar role within a Telesales environment
• Work experience in industries: Hospitality, Travel/ Hotel/ Tourism is preferred