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Quality Analyst
IIDE - The Digital School
posted 4hr ago
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Fixed timing
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Job Description
As a Quality Assurance Analyst at IIDE, you will play a critical role in ensuring quality and consistency across all verticals of the Sales/Marketing Team. You will lead initiatives to improve the quality of all outreach efforts, enhance performance, and ensure the achievement of sales/marketing targets. This role requires strong leadership and management skills, attention to detail, and the ability to drive process improvements effectively.
What Youll Do:
Quality Assurance and Auditing:
- Execute audits to ensure quality and consistency across all verticals, including chat, call, email, and more.
- Review and analyze quality data at individual, team, and organizational levels.
- Draft, edit, and maintain scripts, SOPs, knowledge bases, and quality assurance documentation.
- Establish feedback loops with Team Leaders and Sales Executives to meet qualitative and quantitative targets.
Training and Development:
- Design and deliver training programs to improve outreach efforts and maintain quality standards.
- Conduct refresher training sessions with the team leaders.
- Provide actionable insights and plans for improvement for individuals or teams falling below expectations.
Performance Monitoring:
- Create and maintain quality scorecards for sales representatives and managers.
- Track and share quality scores and publish reports for evaluation and performance analysis.
- Conduct root cause analysis and provide solutions for performance improvement.
- Investigate customer complaints and identify areas for process improvement.
Reporting and Feedback:
- Present monthly, quarterly, and yearly performance assessments of the team.
- Design and develop weekly quality reports and scorecards.
- Conduct calibration sessions to ensure consistency in quality evaluations across stakeholders.
Process Improvement:
- Scale quality analysis using technology and process improvements.
- Design evaluation programs that analyze performance behaviors and metrics for the sales organization.
RequirementsMust-Have:
- Experience: Minimum 3+ years in quality inspection, auditing, and training.
- Education: Bachelors or Masters degree.
- Technical Proficiency: Experience with quality assurance tools, CRM platforms, and QA databases.
- Analytical Skills: Strong problem-solving abilities and attention to detail.
- Communication Skills: Excellent verbal and written communication abilities.
- Computer Skills: Advanced knowledge of Excel, Google Sheets, and other QA tech solutions.
Should Have:
- Strategic Mindset: Ability to develop and implement robust training and quality assurance programs.
- Reporting Expertise: Experience in creating detailed quality reports and actionable insights.
- Sales Knowledge: Understanding of recruiting sales talent, objection handling, and improving conversion rates.
- Leadership: Proven ability to lead training sessions and provide feedback for consistent improvement.
Nice to Have:
- Innovation: Ability to introduce creative solutions for scaling quality processes.
- Industry Knowledge: Awareness of best practices and trends in sales training and quality assurance.
- Process Optimization: Experience in improving workflow efficiency through innovative methodologies.
- Adaptability: Capability to thrive in fast-paced environments with shifting priorities.
If youre a meticulous professional passionate about improving quality and training processes in a sales-driven environment, we encourage you to apply and contribute to IIDEs growth and success!
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Employment Type: Full Time, Permanent
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What people at IIDE - The Digital School are saying
What IIDE - The Digital School employees are saying about work life
based on 70 employees
Strict timing
Alternate Saturday off
No travel
Day Shift
IIDE - The Digital School Benefits
Submitted by Company
Cafeteria 
Team Outings Education Assistance Job Training
Submitted by Employees
Work From Home 
Education Assistance 
Soft Skill Training 
Job Training 
Free Transport 
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IIDE - The Digital School Mumbai Office Location
Mumbai, Maharashtra Office
Headquarter
IIDE Campus, 1st Floor, AGES- Andheri Girls' Education Society, Swami Vivekananda Rd, near Andheri Station Road, Andheri West, Mumbai, Maharashtra.
Mumbai, Maharashtra
400058
400058
Education Counsellor (Lower Parel)
1-6 Yrs
₹ 2 - 6L/yr
Mumbai, Mumbai Suburban, Mumbai
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