Quality Analyst

Delhi NCR | Full Time | Career Advisor | 2 to 5 Years

This position is 5.5 days working. First and Third Saturdays are off, the rest of the Saturdays
are normal working days

We are looking for an innovative and experienced Quality Analyst to join our team. The
Quality Analyst is responsible for conducting call quality checks and execution of plans as per
programme standards. The successful candidate will work closely with the sales team and
management to understand call parameters based on requirements, recommend and
implement changes to help grow the team and revenue for the organization.

Quality Analyst Responsibilities:

• Audit pre-recorded calls along with cross-checking the end-to-end details based on
• Analyze the quality process and procedure to ensure it meets customer requirements.
• Ensuring that the agents follow guidelines to meet high call quality standards.
• Train and perform quality checks on mock calls for freshers to improve performance.
• Providing periodic feedback to advisors and to their reporting manager for the scope of
• To identify gaps and rectify them by sharing feedback and conducting refresher sessions
with agents to improve the quality of calls.
• Closely monitoring quality parameters as per needs and sharing ideas to improve quality

Quality Analyst Requirements:
• Bachelor’s degree.
• Minimum 2 years of experience in Edtech sales or in Quality Auditing.
• Detail-oriented, solution-driven, growth-minded and results-oriented

About Protouch:

Protouch is one of the most admired talent transformational and reskilling organisations enabling sustainable business and organisational culture impact. An ISO 9001:2015 certified company, its mission is to improve business productivity and enhance leadership development across the organisation. It is providing 360-degree training solutions from entry-level to senior management. It imparts highly engaging corporate training, workshops and coaching services with a clear focus on results while developing holistic learning for the participants.

Impacting life by creating limitless opportunities.
Transparent, Humble &Resilient

Protouch reskilling institute works extensively in the area of skill enhancement and youth employability. Hundreds of young professionals every year accelerate their careers by undertaking its wide range of certification programmes. These programmes are delivered through 100% practical approach by an experienced team of industry experts.

Protouch has successfully partnered with Times Group through which it provides executive education for working professionals from premium management institutes.

Protouch provides consulting in the area of Sales, Marketing, Business Development, Inside Sales, Sales Excellence through expects with decades of experience across sectors and industries.

Protouch focus of 5 key areas of development:

  • Corporate Training
  • One-on-One and Team Coaching
  • Sales and leadership consulting services
  • Certification programmes for young professionals
  • Executive Education Programmes from premium Institutes

Protouch training programmes and its alums of the reskilling center has been widely recognized across various respectable forums and organisations.

There are three divisions of Protouch

  1. Protouch Corporate Training: Protouch provides a wide range of training to over 50 corporates across the country. These training cover several learning modules like POSH, Emotional Intelligence, Self-Image Management, Business Communication, etc. Protouch has delivered training to over 20000 executives so far
  2. Protouch Professional Training: A platform that can nurture professionals to achieve their best while being equipped with industry knowledge. Protouch provides a mix of both behavioral and functional training in the area of HR, Analytics and POSH and addingmore programmes in its portfolio in next few weeks. These programmes are delivered through both classroom and online format. If one is looking to enhance their knowledge and skills in any of these domains, then Protouch can be just the right place for it. Over 100 students have successfully passed the certification from Pro touch and are doing well in their careers.
  3. Protouch Executive Training: Protouch is the sales and delivery partner for all top business schools like IIMs and XLRI through its partnership with Time Education. This is a platform for corporate executives to upskill themselves self which out leaving jobs, from premium institutes of the country under there executive education programmes.