Quality Analyst - Sales and Voice Process

The Quality Analyst is responsible for monitoring and evaluating sales calls and customer interactions to ensure adherence to quality standards, SOPs, and organizational guidelines. The role focuses on assessing agent performance across communication, compliance, objection handling, and conversion effectiveness while identifying performance trends and improvement opportunities. The Quality Analyst provides structured, actionable feedback, maintains audit reports and quality scorecards, and collaborates closely with Team Leaders and Training teams to enhance coaching initiatives. By leveraging CRM systems, call recordings, and data analysis, the role aims to improve customer experience, drive sales performance, and ensure consistent service quality across all customer interactions.

Key Responsibilities

• Monitor and audit sales calls and voice interactions as per defined quality parameters.
• Evaluate agent performance based on compliance, communication, objection handling, and conversion effectiveness.
• Identify trends, recurring errors, and performance gaps through data analysis.
• Provide structured, constructive, and actionable feedback to improve agent performance.
• Deliver difficult feedback professionally while maintaining motivation and morale.
• Maintain quality scorecards, reports, and audit documentation.
• Work closely with Team Leaders and Training teams to recommend coaching interventions.
• Ensure adherence to SOPs, scripts, and customer handling standards.
• Use CRM systems and call recording tools for quality audits and analysis.

Required Skills & Competencies

• Strong analytical and problem-solving abilities.
• Advanced proficiency in MS Excel, Google Sheets, and reporting tools.
• Experience in MIS reporting, dashboard creation, and performance analytics.
• Strong understanding of KPIs, ROI analysis, productivity measurement, and conversion metrics.
• Knowledge of Quality Assurance methodologies, process audits, and continuous improvement techniques.
• Familiarity with CRM systems and data management tools is an added advantage.

Preferred Qualifications

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field. A Master's degree is an added advantage.
• 25 years of experience in Quality Assurance (QA), Call Quality, Sales Quality, Customer Service Quality, or a similar role, preferably in the EdTech, BPO, or Sales industry.
• Strong understanding of sales processes, customer interactions, and quality assurance methodologies.
• Experience in monitoring and evaluating sales calls, voice interactions, and customer communication.