The Role
Monitors and audits customer interactions for process adherence, compliance, communication quality, and customer handling. Maintains quality scorecards and reports, identifies recurring performance gaps, delivers structured feedback, conducts calibration sessions, tracks quality trends, and recommends corrective actions to improve customer experience and conversion effectiveness.
Summary Generated by Built In
Job Description
QUALITY ANALYST (Customer Engagement)
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.
- 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
- 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.
- 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.
- 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.
Location: Gurugram
Skills Required
- 2-5 years of experience in quality monitoring within voice-based or 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
- 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
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The Company
What We Do
SolarSquare is India's most trusted and fastest growing residential solar company. We bring trust, transparency, financing and best-in-class after sales service to every home owner looking to go solar. Our aim is to become India's #1 rooftop solar brand and empower 100k homes to go solar by 2024.
