About Us:Aliens Tattoo is a high-energy, vibrant, privately held organization with a remarkable ₹500 million valuation. As one of the fastest-growing chains of tattoo studios globally, we deliver premium tattoo art and education services across India. Our Mumbai headquarters is home to 160+ team players from marketing, sales, support, customer delight, HR, IT, operations, finance, and beyond, all working together to create an unforgettable tattooing experience for our customersJob description:- Conduct quality evaluations for calls, chats, emails, or workflow tasks. - 100% Audits for all Sales Lead Won - Score interactions using established QA standards and provide clear, data-driven feedback. - Facilitate 1:1 coaching sessions and create personalized improvement plans. - Track performance trends and highlight recurring issues or knowledge gaps. - Participate in calibration sessions to ensure scoring accuracy and consistency. - Collaborate with Operations, Training, and Quality teams to support process improvements. - Maintain documentation of evaluations, coaching actions, and follow-up progress. - Prepare regular reports on quality metrics, trends, and recommended actions. - Audit Prospective Leads closed as Lost - Weekly and Monthly TNI Lead AnalysisRequired Qualifications- Bachelor’s degree or equivalent experience. - 2–5 years in Quality Assurance, Coaching and from Sales Process only - Strong communication, coaching, and analytical skills. - Familiarity with QA tools, CRM platforms and Excellent Excel Skills - Ability to provide objective, constructive, and actionable feedback.Preferred Qualifications- Experience in contact centers, BPO, or customer experience operations. - Knowledge of continuous improvement methodologies - Experience developing QA forms, SOPs, or training materials. - Worked on Tools like Ozonetel, Guopshup and Zoho CRMKey Competencies- Coaching & Mentoring - Attention to Detail - Active Listening - Analytical Thinking - Problem Solving - Communication Skills - Continuous Improvement Mindset
Job Title
Quality TL - Contact Centre