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Quality Analyst

Devdutta Sahu's profile picture
Posted by Devdutta Sahu
1 - 5 yrs
₹4L - ₹6L / yr
Full time
Quality control
Training and Development
Root cause analysis

Job Description

Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our sales & customer success associates who deal with our existing and potential customers. The QA will monitor inbound and outbound calls, chats, and support ticket responses to assess an associate’s demeanour, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating, and implementing quality processes and procedures; as well as making recommendations for enhancements to the client's success or sales process & training materials as needed to enhance the overall MyOperator customer experience.

Key responsibility area

  • Perform regular quality audits on chats and e-mails
  • Maintain and publish quality audit reports, analyses, and trend-lines
  • Participate in quality compliance improvement discussions
  • Alert leaders regarding trends and performance reports at the site, regional, director, and individual levels.
  • Provide actionable data to various internal support groups as needed. Coordinate and facilitate chat/e-mail handling calibration sessions for agents.
  • Provide feedback to agent team leaders and managers
  • Prepare and analyse internal and external quality reports for management staff review
  • Periodically research and publish competition analyses about systems, tools, service interactions, and recommendations
  • Participate in monthly and quarterly sessions with leaders to showcase gaps, improvement opportunities, action plans, and implementation of new processes
  • Work closely with tier directors to complete Lesson Learned, Periodic Testing, and more
  • Work closely with TLs to complete, maintain, and publish Low CSAT analysis with reports that have actionable insights
  • Perform other duties as assigned.


  • SaaS Sales/Support/Tech Support experience including growth as a Quality Analyst for the support/Sales department with 2-3 years of QA experience
  • Excellent written and spoken English
  • Tech-savvy and able to pick up new product knowledge quickly
  • Hands-on experience with quality audits with the ability to produce reports and identify opportunities.
  • Willing to work in flexible shifts as required based on business needs
  • A can-do attitude
  • Strong interpersonal communication skills
  • Six Sigma Certification or a total understanding of Six Sigma concepts is Mandatory


Quarterly Performance-Based RnR

WiFi & Device Reimbursements for WFH

Paid Time Off


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About MyOperator - VoiceTree Technologies

Founded :
Stage :

MyOperator is a cloud-based call management system that provides solutions such as IVR, virtual number, toll-free number, cloud EPABX, automatic call distribution, call tracking and recording, reports etc for businesses.

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Subodh Popalwar's profile image

Subodh Popalwar

Software Engineer, Memorres
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