Quality Analyst

Work Timings: 10:15 am - 7:15 pm
Working Days: Monday - Friday (1st and 3rd Saturdays are working; 2nd, 4th & 5th Saturdays are off)
Location: Lower Parel, Mumbai (5 minutes from Railway Station)
Reports to: Manager
Work Mode: 100% Work from Office
Age Criteria: Up to 25 years

Why IIDE:
At IIDE, we are dedicated to creating a supportive and collaborative work environment that promotes professional growth and impactful contributions. As a leading institution in digital education, we offer competitive salaries and numerous opportunities for career development. Join us to be part of a dynamic team focused on shaping the future of digital marketing education and making a significant difference in students' lives.

About the Role:
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 You'll 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.

Requirements:

Must-Have:

• Experience: Minimum 3+ years in quality inspection, auditing, and training.
• Education: Bachelor's or Master's 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 IIDE's growth and success!