Call Quality Analyst

Position: Quality Analyst Brief About Company: Founded by IIT Delhi Alumni, Convin is a conversation intelligence platform that helps organizations improve sales/collections and elevate the customer experience while automating the quality & coaching for reps and backing it up with super-deep business insights for leaders. At Convin, we leverage AI/ML to achieve these larger business goals while focusing on bringing efficiency and reducing costs. Who are our clients: We are already helping the leaders across Health-tech, Ed-tech, Fintech, E-commerce, and consumer services like Treebo, SOTC, Thomas Cook, Aakash, MediBuddy, and PlanetSpark. But as the list is growing tremendously, we are looking for folks excited about taking this to the market with us. Still looking for more information, then check our website www.convin.ai. Here’s why you should apply: If you love AI, understand SaaS, love selling, and looking to join a ship bound to fly- then Convin is the place for you. We are a young(pre-series A) company hungry to go big. If you want to build a team, a product with energy, and not too many rules- we are the exact place you are looking for. Key Responsibilities: Conduct quality assurance assessments on a regular basis to evaluate the performance of Contact center operations and processes. Perform audits and reviews of customer interactions, transactions, and documentation to identify areas for improvement. Collaborate with Clients cross-functional teams including operations, training, and client services to address quality issues and implement corrective actions. Provide feedback, coaching, and training to agents and improve performance and adherence to quality standards. Monitor adherence to regulatory compliance requirements and industry best practices. Participate in client meetings, presentations, and discussions to address quality-related inquiries and concerns. Requirements: Proven experience working in a Quality Analyst role within the Contact center industry, with a strong understanding of operations in voice - Non voice processes. Excellent analytical skills with the ability to interpret data, identify trends, and make recommendations for improvement. Strong attention to detail and accuracy in performing audits, reviews, and assessments. Effective communication skills with the ability to provide constructive feedback and interact with stakeholders at all levels. Proficiency in using quality tools, software, and systems. Ability to work independently and collaboratively in a fast-paced and dynamic environment. Strong commitment to upholding ethical standards, integrity, and confidentiality. Why  Convin.ai : A professional yet friendly workplace that values growth, creativity, and innovation. Mentorship and opportunities to develop your design skills. A collaborative team culture where your contributions make a meaningful impact.