Sales Quality Analyst

Roles and Responsibilities

• Conduct call audits to ensure quality standards are met.
• Monitor calls for quality assurance purposes, identifying areas of improvement.
• Participate in call calibrations to align team members on best practices.
• Provide feedback to agents on their performance, highlighting strengths and weaknesses.
• Utilize QC tools such as TNI (Training Needs Identification) and TNA (Training Needs Analysis) to analyze data and identify trends.

Desired Candidate Profile

• 2-7 years of experience in sales or customer service environment.
• Strong understanding of CSAT (Customer Satisfaction), 7QC (7 Quality Criteria), Call Quality, Call Calibration, Feedback principles.
• Proficiency in using QC tools like TNI & TNA; knowledge of other QC tools an added advantage.