Quality Analyst

Job Title: Quality Auditor - Quality & Compliance (Offroll)

Location: Gurugram (Onsite)

Work Schedule: 6 Days/Week (Fixed Sunday Off)

Shift Details: Day Shift

Regional Languages: Tamil, Telugu, Kannada, Malayalam and English

Job Overview

We are seeking a detail-oriented Quality Auditor to join our TeleSales QA team. You will evaluate sales calls, deliver actionable feedback, and ensure compliance across regional sales teams to elevate interaction standards and boost sales effectiveness in regional language markets.

What you will do:

• Call Auditing: Perform quality checks on sales calls by actively listening, accurately scoring parameters, documenting agent mistakes, and identifying clear scopes for improvement within required timelines.
• Coaching, Feedback & Documentation: Deliver targeted 1-on-1 agent coaching for fatal parameters and document same-day corrective action plans and root-cause analyses.
• Calibration & Audit Accuracy: Ensure accurate and consistent scoring across all language calls while handling audit dispute reviews with Quality Leads smoothly.
• Insights & Continuous Improvement: Publish monthly quality trend reports with call repositories to support training, while actively exploring best industry practices and emerging technologies to improve Quality function.

Who we're looking for:

• Language Proficiency: Must be fluent (Read/Write/Speak) in South Indian regional languages: Tamil, Telugu, Kannada, or Malayalam, alongside working knowledge of English/Hindi.
• Qualification & Work Experience: Graduate with 3-5 years of experience as a Quality Analyst / Quality Auditor in a Sales or Inside Sales contact center environment.
• Analytical Skills: Strong analytical capabilities to identify pitch gaps, missed sales opportunities, and compliance deviations.
• Communication Skills: Excellent verbal and written communication skills for delivering constructive feedback to sales agents and reporting to leadership.
• Tool Knowledge: Experience with CRM software, Call Management Systems, Excel/Google Sheets, and Quality Monitoring tools.

What we'll give you:

• Opportunity to work with a growing and market leader technology company.
• Become the driver of growth for multiple categories on pan India basis.
• Opportunity to work with the best minds in the industry.