Quality analyst

Role overview

Quality analyst at SolarSquare

QUALITY ANALYST (Customer Engagement)

Responsibilities

• Monitor and evaluate customer interactions based on defined quality standards.
• Audit calls for process adherence, compliance, communication effectiveness, and customer handling.
• Provide structured and actionable feedback to team members and Team Leaders.
• Maintain daily, weekly, and monthly quality scorecards and reports.
• Identify recurring performance gaps and recommend corrective actions.
• Conduct calibration sessions with Operations and Training teams.
• Track quality trends and share insights with leadership.
• Support improvement initiatives to enhance customer experience and conversion effectiveness.
• Ideal Candidate Profile 2–5 years of experience in quality monitoring within voice-based/customer engagement environments.
• Strong understanding of quality frameworks and performance metrics.
• Experience working in target-driven environments.
• High attention to detail and strong listening skills.
• Ability to deliver constructive feedback confidently and objectively.
• Comfortable working in a fast-paced growth environment.
• Key Skills Required Strong analytical and reporting skills.
• Proficiency in MS Excel.
• Excellent listening and evaluation skills.
• Clear and structured feedback delivery.
• Process-oriented mindset.
• Strong collaboration and stakeholder management skills.

Employment details

• Location: Gurugram
• Location: Gurugram [India]

About the employer

• At SolarSquare we are building the Home-Energy brand of future India.
• We help homes switch to rooftop solar and move away from traditional coal electricity.
• We are a full-stack D2C residential solar brand - designing, installing, maintaining (after-sales) and financing solar systems for home-owners across India.
• In 3 years we have scaled to become the leading residential solar brand in India.
• We are obsessed with quality, customer service and innovating to make it simple for homes to switch to solar.
• We are looking for leaders to join us in this mission.
• Know us a bit betterthrough these links: Techcrunch SolarSquare article Elevation - Podcast with SolarSquare Founders Startup by IIT GradsHelps Indian Homes Run on Zero Electricity, Earns Rs 200 Crore in Revenues The ClimateConversations ft Solar Square Elevation Capital- SolarSquare