Quality Analyst (Malayalam)

Role Purpose:

To establish and maintain the gold standard for sales conversations at NxtWave, and to serve as the core human intelligence driving the development of our next-generation AI-powered call auditing platform.

About the Role:

We are looking for sharp, analytical, and detail-oriented individuals to join our new Sales Quality division. With over 4,000 sales calls happening daily, ensuring consistent quality is paramount to our success. In this role, you will manually audit sales calls to understand what a successful conversation at NxtWave looks like. You will also conduct calls with students and parents to explain key product policies, identify and share sales deviations with the team, and maintain accurate records.

But this is not a typical manual QA job. You will use your audit insights to help build an AI-powered call auditing tool by providing actionable feedback to train our AI models. Once the tool is live, you will supervise the AI, verify its findings, and analyze trends to provide strategic insights to sales leadership.

This is a unique opportunity for someone looking to launch a career at the intersection of sales, technology, and artificial intelligence.

Key Responsibilities:

• Manual Auditing: Meticulously listen to and audit a significant volume of recorded sales communications against predefined quality and compliance guidelines.
• Insight Generation: Identify and document patterns of excellence, common objections, and areas for agent improvement across the sales team.
• Reporting: Compile and deliver clear, data-driven reports on call quality to sales managers and stakeholders.
• AI Model Training & Feedback: Act as the key Subject Matter Expert (SME) for the product team. Provide structured feedback, call examples, and nuanced insights to help train and refine the AI auditing tool.
• Process Iteration: Contribute to the evolution of the quality scorecard and help test the logic and prompts used by the AI tool.
• AI Supervision: Once the tool is deployed, you will review and validate the AI's reports, perform manual spot-checks to ensure accuracy, and focus on analyzing the macro-level insights generated by the system.
• Sales Quality Verification: Conduct voluntary calls to validate the quality of sales by confirming or clarifying key information about the offered program and documenting the outcomes.
• Data Accuracy & Record Maintenance: Maintain accurate and up-to-date records by ensuring all relevant information and audit outcomes are correctly captured and updated in the respective records.

What We're Looking For:

• 0-4 years of experience, preferably in a role requiring high attention to detail (quality assurance, auditing, proofreading, or even a detail-oriented customer service/sales role).
• Exceptional Listening & Analytical Skills: The ability to listen intently, catch subtle details in a conversation, and identify root causes.
• A Deeply Curious and Tech-Savvy Mindset: You are excited by new technologies and eager to understand how AI works. No prior AI experience is required, but a genuine passion for learning is essential.
• Pattern Recognition: You can connect the dots between hundreds of calls to see the bigger picture and identify trends.
• Excellent Communication: Ability to articulate your findings clearly, both in written reports and in feedback sessions with the product team.
• High Degree of Objectivity and Integrity: You can follow a structured process and provide unbiased feedback consistently.

Other Work Profile:

• Working Days: 6 (Sunday Off)
• Work Mode: Work-from-Office, Hyderabad
• Compensation: As per industry standards

Why Join Us:

This is not a back-office QA role. You are joining the ground floor of an ambitious project to revolutionize sales operations with AI. You won't just be checking boxes; you'll be the expert teaching the machine. This role is the perfect launchpad for a career in high-growth fields like AI Operations, Product Management, or Sales Strategy. If you are a sharp, ambitious individual who wants to do more than just a "job," and instead wants to build something with a massive impact, this is the place for you.