Quality Analyst/Coach – Quality Assurance

We are seeking a meticulous and proactive Quality Analyst to join our dynamic team. The primary responsibility of this role is to ensure unparalleled customer service by conducting thorough reviews, analysis, and feedback sessions.


2 - 5 years

Job Type

Full time

  • Pune
Date Posted

Jan 31, 2024

Job Role:

  • Ensure 100% closure of feedbacks through review & feedback mechanism, regular 1-0-1’s and team meetings

  • Monitoring calls/emails/chats as per audit forms & identify Fatal & Non-fatal errors

  • Identifying historical trends through data analysis to uncover agent training needs

  • Generate and publish regular audit reports (daily, weekly, monthly)

  • Identify gaps and conduct feedback and refresher sessions with agents to improve process knowledge and quality of customer service

  • Publish daily, weekly & monthly Quality Reports

  • Identify process gaps and drive process improvement initiatives

  • Drive calibration sessions with internal teams

  • Conduct quality induction/trainings for new hire / refresher batch as and when required

  • Oversee action plans/PIP for underperformers

  • Identify opportunities to maximize efficiency through cross skilling & effective resource utilization

  • Identify process gaps & drive quality projects to improve the process

  • To conduct calibration sessions with operations and training team

  • Conduct quality improvement sessions for agents or train the trainer sessions

  • Define SOPs as per process updates/product developments & cascade to team

  • Designing Audit forms in line with process guidelines across touchpoints

  • Drive performance and deliver/review agreed service levels

  • Conduct audits as per defined guideline and sampling for transaction monitoring on both quality and compliance.


To perform the job successfully, an individual should demonstrate the following competencies:

  • Bachelor’s degree - Minimum 2 years of experience as a QA in the SaaS, Customer Success.

  • Excellent verbal, written, analytical and communication skills

  • Outstanding customer service skills and dedication to providing customer care

  • Must be a self-motivator and self-starter

  • Focus on quality and customer service

  • Ability to multitask and successfully operate in a fast-paced, team environment

  • Proficiency with MS Office, MS Excel Advanced, MS Word and Power Point

  • Has experience in reporting out data or creating dashboards.

About ProMobi Technologies:

ProMobi Technologies is one of the fastest-growing bootstrapped SaaS companies. Our mission is to empower organizations across different verticals to solve real business problems with world-class SaaS products. We are driven by young, passionate, and highly experienced professionals who have a knack for building cutting-edge solutions and delighting our customers. Our product portfolio includes Scalefusion, a Unified Endpoint Management (UEM) solution, NuovoPay, a Device Financing Risk Management (DFRM) platform, and NuovoTeam, a Push-to-talk & team communication platform.

Our Products:

Scalefusion (formerly known as Mobilock Pro)

Scalefusion - our flagship product is a leading mobile device & endpoint management software helping businesses to secure and manage a fleet of mobile devices and diverse endpoints including smartphones, tablets, laptops, rugged devices, POS, and digital signages.


NuovoPay enables Telecom Carriers, Resellers & Finance companies to protect their leased devices against EMI payment defaults. NuovoPay’s mobile locking technology remotely locks the devices that are leased to the consumers in the event of failure in EMI payments or if the devices are reported stolen. This ensures reduced collection costs and timely EMI payments.


NuovoTeam is an all-in-one employee productivity and push to talk(PTT) app that facilitates employee productivity tracking, communication and collaboration across your workforce with its distinctive features

Allowed file types: (.pdf, .doc, .docx, .txt). Max file size: 5MB