Quality Analyst Executive

• Audit calls, chats, virtual video sessions & Sales processes as per the process requirements and provide constructive feedback on areas of improvement and strength.

• Help the new hires and weak performers speed up the learning curve.

• Participates in the design of call monitoring formats and quality standards.

• Recommend, implement, and monitor preventative and corrective actions to ensure quality standards are achieved.

• Prepares and analyzes internal and external quality reports for management staff review and also maintain and publish Design and create weekly & monthly quality reports and scorecards for every sales representative.

• Provide action plans for those that fall below expectations.

• Conduct calibration sessions to ensure that all key stakeholders are calibrated on what constitutes a quality call.

• Unearth root- cause of problems, possible solutions and provide actionable insight for performance improvements.

• Conduct refresher training for weak performers.

• Keep a track of good calls / bad calls for training and call calibrations.

• Conduct daily call audit of at least 20 calls – capture evaluation of calls on the required format

• Spend 3 hours a day across teams and give spot feedback on calls to the Sales Agent/ Team

• Increase quality score and sales conversion rate

• Present Monthly, Quarterly and Yearly Assessments of the Team’s performance.

• Experience: Minimum 1+ year in quality 2+ year is sales

• A bachelor’s / master’s degree

• Experience in quality inspection and auditing

• Excellent communication skills, both written and verbal.

• Experience with sales quality and quality is a must.

• Strong excel skills.

• Strong analytical and problem-solving skills.

• Meticulous attention to detail.

IIDE