Quality Analyst

Role & responsibilities

Key Responsibilities:

1. Call / Interaction Monitoring

Listen to live and recorded calls or review chat/call interactions of sales agents.

Evaluate communication based on predefined quality parameters such as product knowledge, sales pitch effectiveness, objection handling, soft skills, and compliance.

Identify gaps in process adherence and customer engagement.

2. Quality Evaluation & Scoring

Use a Quality Evaluation Form (QEF) or scorecard to assess each interaction objectively.

Ensure consistency and accuracy in scoring, aligned with business and client expectations.

Maintain daily/weekly evaluation targets as per process KPIs.

3. Feedback & Coaching Support

Provide detailed, constructive feedback to agents and team leaders.

Highlight strengths and areas for improvement using data-driven insights.

Support the training team in refresher sessions or calibration activities.

4. Calibration & Alignment

Participate in regular calibration sessions with internal stakeholders and clients to align on scoring and evaluation standards.

Ensure scoring consistency across QA team members.

5. Root Cause Analysis (RCA)

Analyze trends in quality deviations (e.g., missed sales opportunities, compliance issues).

Identify training, process, or tool-related issues that impact performance.

Recommend action plans for performance improvement.

6. Reporting & Documentation

Prepare daily/weekly/monthly QA reports showing trends, compliance scores, and improvement areas.

Track individual agent performance and provide insights for management reviews.

Document all QA observations accurately in quality management systems (e.g., NICE, Verint, Calabrio).

7. Process & Compliance Audits

Ensure agents adhere to sales scripts, disclosure norms, and data privacy regulations.

Conduct audits for sales process compliance and customer experience standards.

8. Continuous Improvement

Work with operations, training, and sales teams to improve sales conversion rates, reduce customer complaints, and enhance customer satisfaction (CSAT/NPS).

Recommend updates to call scripts, product information, or process documentation based on QA findings.

Key Skills Required

Must be graduate from recognized university

Strong analytical and listening skills

Excellent communication and feedback delivery skills

Familiarity with CRM tools (NICE, Verint, Calabrio, etc.)and G sheet

Knowledge of compliance and regulatory requirements in sales processes

Attention to detail and process orientation

Intermediate Excel and reporting skills

Minimum 1 yr of Relevant Experience

KPIs for QA in Assisted Sales

QA audit accuracy and consistency

Calibration score alignment

% of compliance adherence

Reduction in error trends

Improvement in agent performance post-feedback

Impact on sales conversion and customer satisfaction