Quality Analyst – Sales Process

Location

Daryaganj, Delhi, Delhi

 

Full job description

Preferred Qualifications:

Graduate in any discipline.

Minimum 2 year of experience as a QA in a sales process (preferably in a BPO
environment).

Salary – Up-to 35k

Key Responsibilities:

• Monitor and evaluate sales calls to ensure adherence to process scripts,
  compliance, and quality standards.
• Identify areas of improvement in agent performance and provide timely feedback
  and coaching.
• Maintain detailed reports and QA scorecards for individual and team
  performance.
• Collaborate with sales team leaders and trainers to improve training and
  onboarding processes.
• Conduct root cause analysis of recurring quality issues and suggest process
  enhancements.
• Assist in creating and updating quality guidelines, checklists, and process
  documentation.
• Participate in calibration sessions with stakeholders to align on quality
  standards.
• Ensure sales agents follow ethical practices, regulatory guidelines, and achieve
  customer satisfaction.
• Track KPIs like Quality Scores, Conversion Accuracy, Compliance Adherence,
  and Call Handling Behaviour.

Key Skills & Competencies:

• Strong analytical and observation skills.
• Knowledge of sales techniques and customer handling skills.
• Excellent written and verbal communication.
• Proficiency in QA tools and CRM systems.
• Detail-oriented and organized.
• Ability to provide constructive feedback in a professional manner.
• Understanding of compliance and call quality standards in sales processes