Intern – Quality Analyst

Job Title: Intern – Quality Analyst
Department: Quality
Location: Delhi (Sultanpur)
Job Type: Internship (6 Months)
Work Type: Work from Office

About the Role:

As an Intern – Quality Analyst, you will play a critical role in maintaining and improving the quality of customer interactions. You will conduct detailed call audits, identify areas for enhancement, and collaborate with teams to implement quality improvement strategies. Your efforts will directly contribute to achieving the organization’s growth and revenue objectives.

Roles and Responsibilities:

• Conduct audits on pre-recorded and live customer calls, ensuring adherence to established quality guidelines.
• Verify end-to-end case details to ensure accuracy, consistency, and completeness of information.
• Analyze quality processes to ensure alignment with customer requirements and identify areas for improvement.
• Collaborate with teams to set and achieve daily, weekly, and monthly audit targets.
• Monitor agents to ensure compliance with proper pitch and communication guidelines to meet minimum quality standards.
• Provide constructive feedback to agents and their managers, fostering continuous improvement.
• Identify gaps in call quality and conduct refresher sessions to enhance agent performance.

Requirements:

• Proficiency in MS Office applications (Word, Excel, PowerPoint) and Office 365 tools.
• Basic understanding of call quality processes.
• Strong communication and writing skills in both Hindi and English.
• Freshers are welcome to apply!

Why Join Us?

• Be part of a dynamic, fast-paced startup backed by the Hero Group’s legacy of excellence.
• Gain valuable industry experience and insights into quality processes.
• Work in a collaborative environment that values innovation, learning, and growth.

If you’re eager to make an impact and contribute to shaping the future of education and professional development, apply today!