Quality Analyst Profile -The Quality Analyst, coordinates and oversees internal Quality operations. In addition, this position establishes and manages relationships between the internal teams, Clients and other stakeholders. This position also promotes a team-oriented environment through people development, strong leadership, continuous improvement, and cross-functional support. Primary responsibility is to ensure Quality Audits are performed as per the agreed plans.· Designation: Quality AnalystKey Responsibilities / Activities· Responsible for ensuring the process is free of defects and at the appropriate quality level for production publishing.· On time audit completion as per defined targets· 100% Feedback closure along with call listening sessions· Quality score improvement initiatives· Knowledge Capture & Transfer (Update dissemination via quality huddles and emails)· Work with Process Lead and Training team to produce plans for floor improvement by sharing TNI (Training Needs Identification)· Closely working with the Bottom Quartile advisors to bring them up the learning curve.· External and Internal Calibrations· Regular sessions in line with the compliance and operational requirements· In charge of maintaining evaluations completed by the quality team in the central database as defined in the SOP· Report performance and statistics through daily weekly and monthly reports submitted to the internal/ external stakeholders· Shares compliance expectations, understanding of the Quality guidelines and Complaints management with New Hires and existing staff· Provide analysis on areas of opportunity and action plans to improve performance· Manages quality related escalations and preparing RCAs with closure with internal/ external stakeholdersPeople & Culture:· Manages and takes accountability of grooming advisors to meet process and functional expectations· Foster team-work environment· Actively engage team members in team building activities· Being proactive in identifying learning and development needs of the team members/advisorsExperience:· 1 year experience in B2B outbound phone sales/ Backend as a Quality Analyst· Proven communication skills (written, verbal, presentation and phone) with the ability to learn applications related to customer service· Fair understanding of digital marketing concepts and trends (Preferred)· Strong people & team management experience with proven leadership skills· Successful track record in supporting Operations and Process Improvisation· Should be flexible for rotational shifts.Language Requirements· Proficient in English (Written and Oral)