Quality Analyst

Trevolution / India, New Delhi, Cyber City


  • Monitor and focus on individual support and coaching for low performing agents. Monitor and evaluate randomly selected calls to assess associates’ service level standards and complete evaluations of calls made.
  • Conduct daily/weekly/monthly call audits of randomly selected agent calls. Conduct weekly calibration sessions with call center Supervisors to develop scoring consistency and best practices.
  • Complete analysis of results to identify root causes or trends that will lead to efficiency and quality gains in the contact center.
  • Complete agent evaluation forms in quality scoring sheet. Produce reporting based on call audits and offer suggestions, job-aids, etc.
  • Conduct coaching sessions with associates and provide feedback addressing client service, performance, product knowledge and call productivity. Primary participant in training sessions for the phone team. Provides training/orientation of new personnel under the direction of management and HR.
  • Provide detailed and timely feedback to top management on performance results; provides detailed recommendations with follow-through
  • Must have knowledge of Microsoft Office products, including Word, Excel, PowerPoint.
  • Accept additional duties and responsibilities as delegated by higher levels of management.
  • Work directly with leadership to communicate and address quality concerns.


  • Minimum of 1-3 years’ experience as a Quality Analyst
  • Very strong written and verbal communication skills (English)
  • Process making/reports making/evaluation sheet.
  • Customer handling skills
  • Ability to work in rotational shifts.

What we offer:

  • Attractive compensation based on demonstrated experience.
  • Engagement with a major International group.
  • Hands-on experience with industry-defining innovative trends.
  • International and multicultural experience.
  • Unlimited professional development.
  • Office in Cyber City, Gurugram, Haryana, India.

Dyninno India, Aleksejs Histjajevs, General Manager

Country Manager, India

Aleksejs Histjajevs is the Director at Dyninno India. Aleksejs started his journey with us as a travel agent in 2012, and over the years grew to become a prominent member of the leadership team at Dyninno Group of Companies.

He played an instrumental role in strengthening operations in the Philippines in 2015, and growing Dyninno’s travel brands’ presence on the UK market in 2017.

He shouldered the responsibility to establish Dyninno’s presence in India in 2019 and has been leading operations in Dyninno India ever since.  

Problem-solving is a superpower we can all develop with a cool head and a determined heart. I believe that there are no problems, just solutions waiting to be explored.

With us you will:

  • Be a part of a top tier team of professionals, work on global projects that reach millions worldwide, create complex one-of-a-kind in-house products and solutions;
  • Get opportunities for professional development: learn new skills with online courses, broaden your network in local and international conferences, receive mentoring;
  • Enjoy our learning oriented culture: learn and exchange ideas in lectures and workshops led by your colleagues and team leaders;
  • Get extra benefits for your health and well-being, organised well-being lectures and workshops to promote and support self-care, arranged office yoga class, vaccination days in the office, and much more;
  • Get treated with delicacies at the office with snack days and supply of fresh fruit and delicious coffee;
  • Enjoy a variety of employee discount programs and have fun at monthly internal activities and celebrations;
  • Work from a spacious, modern, and well-equipped offices.

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