Quality Analyst - Sales Process

Daryaganj, Delhi
Permanent
Full-time

22 hours ago

Minimum 2 year of experience as a QA in a sales process (preferably in a BPO
environment).Salary - Up-to 35kKey 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 feedbackand coaching. * Maintain detailed reports and QA scorecards for individual and teamperformance. * Collaborate with sales team leaders and trainers to improve training andonboarding processes. * Conduct root cause analysis of recurring quality issues and suggest processenhancements. * Assist in creating and updating quality guidelines, checklists, and processdocumentation. * Participate in calibration sessions with stakeholders to align on qualitystandards. * Ensure sales agents follow ethical practices, regulatory guidelines, and achievecustomer 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

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