Quality Analyst – Sales Process

Preferred Qualifications:

Graduate in any discipline.

Minimum 2 year of experience as a QA in a sales process (preferably in a BPO

environment).

Salary – Up-to 35k

Key Responsibilities:

• Monitor and evaluate sales calls to ensure adherence to process scripts,

compliance, and quality standards.

• Identify areas of improvement in agent performance and provide timely feedback

and coaching.

• Maintain detailed reports and QA scorecards for individual and team

performance.

• Collaborate with sales team leaders and trainers to improve training and

onboarding processes.

• Conduct root cause analysis of recurring quality issues and suggest process

enhancements.

• Assist in creating and updating quality guidelines, checklists, and process

documentation.

• Participate in calibration sessions with stakeholders to align on quality

standards.

• Ensure sales agents follow ethical practices, regulatory guidelines, and achieve

customer satisfaction.

• Track KPIs like Quality Scores, Conversion Accuracy, Compliance Adherence,

and Call Handling Behaviour.

Key Skills & Competencies:

• Strong analytical and observation skills.

• Knowledge of sales techniques and customer handling skills.

• Excellent written and verbal communication.

• Proficiency in QA tools and CRM systems.

• Detail-oriented and organized.

• Ability to provide constructive feedback in a professional manner.

• Understanding of compliance and call quality standards in sales processes