Quality Analyst Team Leader

QA Team Leader
Eligibility Criteria:

• Experience: Minimum 1- 2 year in call auditing or sales, preferably in EdTech or a similar industry.
• Overall Work Experience: At least 1 year of total professional experience.

Roles and Responsibilities
1. QA Call Auditing & Monitoring

• Conduct cross-audits and re-audits of calls daily, ensuring quality adherence.
• Evaluate 50-60 calls daily, assigning accurate pitch scores and capturing insights.
• Maintain a track record of good and bad calls, sharing feedback with QAs and agents.
• Provide on-the-spot coaching to Sales and Suppo & QA teams for performance improvement.

2. Reporting & Insights

• Prepare weekly reports summarizing call performance, operational trends, and key insights.
• Identify root causes of performance issues and propose actionable solutions for improvement.
• Collaborate with managers to articulate trends and implement necessary process enhancements.

3. Process Improvement & Coordination

• Work closely with Team Leaders (Counseling/Support) to disseminate insights and ensure actionable improvements.
• Drive process enhancements based on QA findings to improve overall operational efficiency.

4. Training & Category Coordination

• Coordinate with category leaders during new course launches to ensure alignment across teams.
• Conduct training sessions for Sales and Support teams to enhance skills and product knowledge.
• Spend focused time across teams to facilitate cross-functional collaboration and continuous improvement.

Key Deliverables:

• Maintain consistent quality standards in call audits.
• Provide actionable insights that enhance sales and support efficiency.
• Ensure smooth coordination during course launches and effective team training.