Quality Analyst

Key Responsibilities

• Call Audit : Audit recorded or live outbound/inbound sales calls against established quality scorecards, focusing on opening, pitching, objection handling, and closing.
• Coaching & Feedback: Conduct regular one-on-one feedback sessions and tactical coaching with sales agents and Team Leaders to bridge performance gaps.
• Calibration Sessions: Participate in regular internal calibrations with operations to ensure objective and consistent scoring across the floor.
• Root Cause Analysis (RCA): Analyze low-conversion trends, customer objections, and process bottlenecks, sharing actionable insights with the management team.
• Reporting: Maintain accurate daily and weekly QA dashboards, audit logs, and compliance reports.

Required Qualifications & Skills

• Experience: Minimum 2 years of experience as a Quality Analyst in a domestic BPO sales process (tele-sales, financial services, ed-tech, or telecom).
• Education: Graduate in any discipline.
• Language Proficiency: Fluent in English and Hindi (or relevant regional languages as per the domestic process).
• Sales Acumen: Clear understanding of tele-sales techniques, consumer psychology, and conversion metrics.
• Technical Skills: Proficiency in MS Excel (for quality reporting) and familiarity with domestic dialer systems / CRM tools.

Work Environment & Shift

• Shift: Day shifts / General shift (as per standard domestic operational hours).
• Mode: Work from Office.

Interested candidate can call or whats aap on 8424822858