Quality Analyst

Key Responsibilities

• Conduct regular audits of inbound and outbound sales calls, chats, emails, and CRM interactions.

• Evaluate advisor performance against defined quality parameters, process SOPs, sales communication standards, compliance requirements, and

customer experience expectations.

• Share structured, actionable feedback with sales advisors and team leaders to improve performance.

• Identify critical errors, compliance deviations, and customer-impacting gaps; escalate them to the relevant stakeholders promptly.

• Analyze audit findings and identify recurring trends, root causes, and opportunities for process or training improvement.

• Prepare daily, weekly, and monthly quality reports and dashboards.

• Assess key call elements such as greeting, rapport building, need discovery, product/service explanation, objection handling, accuracy, closure, follow- up commitment, and CRM documentation.

• Conduct call calibrations, call listening sessions with Sales, Training, Operations, and Quality teams to ensure consistent audit standards.

Key Performance Indicators

• Contribution to sales conversion and customer experience improvement

• Audit productivity and adherence to audit timelines

• Quality score improvement across teams

• Reduction in critical errors and compliance deviations

• Accuracy and consistency of audits

• Closure rate of feedback and improvement actions

• Reduction in repeat customer complaints/escalations

• Calibration adherence and variance levels

Skills & Competencies

• Strong listening, observation, and analytical skills.

• Excellent verbal and written communication skills.

• Ability to provide constructive, evidence-based feedback.

• Good understanding of inside-sales processes, call flow, objection handling, and conversion levers.

• Strong knowledge of customer experience and compliance standards.

• High attention to detail, accuracy, and process orientation.

• Ability to identify trends, perform root-cause analysis, and recommend practical solutions.

• Proficiency in MS Excel/Google Sheets; knowledge of reporting and dashboard tools is an advantage.