Quality Analyst

JOB DESCRIPTION QUALITY ANALYST

Function: Customer Experience

Role Purpose

Responsible for driving call completion, call quality, AI-based analysis, actionable insights and teacher capability development, ensuring consistent parent engagement, stronger parent trust and improved student retention.

Key Responsibilities

1. Call Completion & Process Monitoring

• Monitor adoption, feedback, retention and grievance call completion across branches.
• Track attempts, completion, pending and non-attempted calls against defined timelines and targets.
• Identify gaps in coverage, follow-up and process adherence and coordinate corrective action.
• Monitor cycle-wise performance and share branch/region-level completion reports.

2. Call Quality

• Monitor and evaluate parent calls for communication, empathy, listening, probing, accuracy, process adherence and closure.
• Conduct audits/re-audits and maintain quality scorecards.
• Identify recurring quality gaps and drive corrective actions.

3. AI Analysis & Insights

• Analyse AI transcripts, summaries, sentiment and issue categorisation.
• Identify parent concerns, dissatisfaction and drop/exit indicators.
• Analyse branch/category-wise trends and share actionable insights with management.
• Validate AI insights and identify areas requiring intervention.

4. Teacher Training & Coaching

• Train teachers on effective parent communication, empathy, probing and concern handling.
• Provide call-based coaching and feedback.
• Conduct refresher training based on quality gaps and AI insights.
• Track training effectiveness through improvement in call quality.

5. Reporting & Stakeholder Management

• Prepare completion, quality and AI insight reports highlighting trends and action areas.
• Collaborate with R&Ds, ZCs, Branch Heads and relevant teams for timely action and closure.
• Support continuous improvement of parent engagement and retention processes.

Key KPIs

• Call Completion & Attempt Rate
• Call Quality Score
• Audit Accuracy & Compliance
• AI Insight Accuracy/Actionability
• Reduction in Recurring Quality Gaps
• Training Effectiveness
• Parent Concern Closure
• Contribution to Parent Experience & Retention

Key Competencies

Strong analytical, communication, coaching, training and stakeholder-management skills, with the ability to monitor operations, interpret AI insights and convert data into actionable improvements.