Quality Analyst

Demandify Media is seeking a highly motivated and experienced Quality Analyst with a strong background in B2B operations to join our dynamic team in Pune. As a Quality Analyst, you will play a crucial role in ensuring the highest standards of performance and customer satisfaction by meticulously monitoring and evaluating our B2B processes. This position is ideal for a detail-oriented professional passionate about driving continuous improvement and excellence in quality.

Key Responsibilities

• Conduct comprehensive call quality monitoring to assess agent performance and adherence to established B2B standards.
• Perform thorough performance evaluations across various operational touchpoints within the B2B environment.
• Identify and analyze quality gaps, trends, and areas for improvement in existing processes.
• Develop and recommend actionable process improvements to enhance overall quality and efficiency.
• Collaborate with team leads and management to implement quality assurance best practices and training initiatives.
• Prepare detailed reports on quality metrics, performance insights, and improvement recommendations.
• Ensure consistent application of quality standards and compliance with internal and external guidelines.

Requirements

• 2-3 years of dedicated experience in Quality Analysis, specifically within a B2B industry context.
• Proven expertise in call quality monitoring and robust performance evaluation methodologies.
• Exceptional analytical skills with the ability to interpret data and draw meaningful conclusions.
• Outstanding communication skills, both written and verbal, for effective feedback and reporting.
• Demonstrated problem-solving abilities to address quality issues proactively and effectively.
• A meticulous eye for detail and an unwavering commitment to maintaining elevated quality standards.

What We Offer

• An exciting opportunity to join a growing and innovative media company.
• A collaborative and supportive work environment where your contributions are valued.
• Opportunities for professional growth and development within the quality assurance domain.
• The chance to make a significant impact on our B2B operations and customer experience.