Specialist - Quality Analyst.

Wasatch Property Management, Inc.; Bengaluru; On-site; INR 600,000 - 1,000,000; Full time

Benefits offered by this job

Comprehensive health insurance

Generous leave policy

Customized training programs

Job summary

Wasatch Property Management, Inc. is seeking a Specialist - Quality Analyst in Bengaluru. This role requires ownership of the quality assurance process and monitoring service delivery to ensure exceptional customer experiences.

Ideal candidates should have 2+ years of experience as a Quality Coach or Analyst, with strong communication skills and a Lean/Six Sigma Green Belt certification. The position offers employee-centric benefits including comprehensive health insurance and customized training programs.

Qualifications

• 2+ years of professional experience.
• 2+ years experience as a Quality Coach / Analyst.
• Proven track record in setting up quality processes.

Responsibilities

• Monitor agent performance against quality standards.
• Own and govern the end-to-end quality assurance process.
• Review and audit CRM entries and customer interactions.

Skills

Excellent communication and interpersonal skills

Experience in B2B sales

Lean/Six Sigma Green Belt certification

Proven ability to navigate changes

Knowledge of analytics systems and tools

Job description

Role Overview

Role: Specialist - Quality Analyst. Experience: 2-3 years. Location: Bangalore.

Responsibilities

• Monitor agent performance against quality standards to ensure service delivery, customer experience and customer satisfaction levels are met, along with leading the customer experience strategy.
• Own and govern the end-to-end quality assurance process across all stages of the business.
• Review and audit CRM entries, telephone/email/chat interactions and customer surveys to identify areas of service delivery that did not meet pre-established performance standards.
• Investigate the supporting files.
• Monitor, coach and provide feedback – responsible for delivery of the defined customer experience in every call.
• Identify areas of service improvements and develop programs that improve the overall quality and customer satisfaction levels.
• Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved.
• Coach and develop team members to be resilient in the face of challenges and setbacks and help them distinguish between what’s relevant to make sense of complex situations.
• Provide structured and timely feedback/recommendations; actionable feedback (verbal and/or written) to the representative and/or management to improve individual and team performance.
• Implement and effectively use different QC tools, best practices, and procedures.
• Monitor and devise plans to improve CSAT and NPS.
• Monitor employee quality records; track and report on outcomes.
• Conduct and drive root‑cause analysis insights to improve cross‑functional service processes.
• Drive operational excellence and process change management.
• Partner with learning function, operations and clients to share actionable insights, develop and govern plans for performance improvement goals and training program development.
• Determine readiness of new hires post‑training.
• Analyze and report service quality trends.
• Participate in calibration sessions.
• Assist training and operations team in reviewing training and knowledge base materials.
• Assist in defining audit framework and process for new workflows.
• Assist in drafting quality assurance policies and procedures.
• Design and execute strong governance plans to communicate with internal customers, stakeholders and clients to gain information, feedback and approval.
• Ensure ongoing compliance with quality and industry regulatory requirements.
• Develop and maintain a deep understanding of Marketing Solutions product portfolio and industry knowledge to guide the team through difficult customer engagements.
• Develop and implement best practices and key metrics for the team to provide world‑class new customer education and onboarding.
• Partner closely with LinkedIn POCs to align goals and incentives for overall business health.
• Identify areas of opportunity in services and contribute to the development of systems, tools and processes to realize those opportunities.
• Influence product enhancements by collaborating closely with marketing, product and other cross‑functional teams.

Qualifications

• 2+ years of professional experience.
• 2+ years experience as a Quality Coach / Analyst.
• Excellent communication and interpersonal skills.
• Experience in B2B sales, account management (revenue generation), and customer success.
• Proven communication skills across multiple channels (virtual meetings, phone, email).
• Experience building relationships with key influencers and decision‑makers.
• Lean/Six Sigma Green Belt certification.
• Proven ability to work in a fast‑paced dynamic environment.
• Proven ability to navigate changes.
• Knowledge of analytics systems and tools to enhance delivery quality.
• Experience in data management and monitoring tools and processes.
• Proven track record in setting up quality processes.

Benefits

• Constant learning and entrepreneurial growth mindset.
• Employee‑centric benefits plan including, but not limited to, comprehensive health insurance, generous leave policy, COVID support, vaccination drives, well‑being sessions, real‑time grievance redressal, and work flexibility.
• Opportunity to associate with world‑leading brand clients.
• Customized training programs catering to personal and professional development.

We are an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success.