Quality Analyst Lead

• Develop, implement, and maintain Quality Assurance policies, SOPs, and standards.
• Conduct regular call audits, sales audits, process audits, and compliance checks.
• Monitor sales calls to evaluate opening, probing, listening, professionalism, product knowledge, objection handling, and closing techniques.
• Identify recurring performance and process gaps and recommend corrective actions.
• Prepare daily, weekly, and monthly quality reports for management.
• Track individual, Team Leader, and departmental performance against quality KPIs.
• Work closely with Team Leaders and Managers to improve staff performance.
• Conduct coaching, feedback sessions, and quality training based on audit findings.
• Develop and monitor Performance Improvement Plans (PIPs) where required.
• Ensure employees follow company policies, sales procedures, CRM/ERP requirements, and approved communication standards.
• Monitor lead handling, follow-up quality, CRM updates, and customer communication.
• Coordinate with Sales, Operations, HR, and Management to resolve quality-related issues.
• Maintain an escalation tracker for repeated violations, complaints, and performance concerns.
• Identify process inefficiencies and recommend improvements to management.
• Conduct regular quality calibration sessions with Team Leaders and Managers to maintain consistent evaluation standards.
• Ensure training completion and maintain appropriate quality and training records.
• Monitor customer complaints and identify the root cause of recurring issues.
• Prepare management presentations and reports highlighting quality trends, risks, achievements, and areas requiring improvement.
• Ensure all departments maintain the required level of professionalism and service quality.

Desired Candidate Profile

• Minimum 5 years of experience in Quality Assurance, Quality Management, Sales Quality, Call Centre Quality, or a related field.
• Previous experience managing a Quality Team is preferred.
• Strong knowledge of sales and customer service quality standards.
• Excellent communication and report-writing skills.
• Strong analytical and problem-solving abilities.
• Experience in conducting call audits and performance evaluations.
• Strong knowledge of CRM/ERP systems, reporting, and quality dashboards.
• Excellent coaching and training skills.
• Strong understanding of SOP implementation and compliance monitoring.
• Ability to handle confidential and sensitive employee performance matters professionally.
• Strong leadership, decision-making, and escalation-management skills.
• Ability to work in a fast-paced, target-driven environment.