Quality Analyst - Telesales

Quality Analyst - Telesales

Position Description

As Quality Analyst Telesales/Renewals, you will be responsible for independently auditing consultant interactions, standardizing quality checks, and identifying performance gaps. This role involves publishing audit reports, collaborating with stakeholders to address non-compliance, and aligning quality standards with training outcomes. You will play a key role in ensuring consistent service delivery and continuous improvement across the telesales and renewals teams.

Key Responsibilities

Audit & Standardization

• Independently audit consultant calls and interactions.
• Standardize audits to ensure consultants are evaluated against pre-defined benchmarks.

Compliance & Collaboration

• Address non-compliance through structured interventions such as PIPs, warnings, and disciplinary actions.
• Collaborate with team leads and trainers to align quality standards with training outcomes.

Reporting & Analysis

• Analyze audit results and publish reports highlighting performance gaps.
• Manage SIM scores and call record analysis.

Experience and Skills Required

Work Experience
1 to 4 years of experience in quality analysis or call auditing.

Technology Known

• MS Office (Excel, Word, PowerPoint)
• Outlook

Behavioral Traits Required

• Team collaboration
• Communication
• Resilience and compassion
• Empathy, patience, and adaptability

Qualifications

• Graduate or Diploma in any specialization
• No mandatory certifications required