Key Responsibilities
Monitor, audit, and evaluate US PPC Tech Sales & Support calls as per the quality framework.
Assess agent performance based on communication skills, sales techniques, technical accuracy, compliance, and customer handling.
Provide detailed feedback and coaching to agents and Team Leaders to improve overall performance.
Identify quality gaps, recurring errors, and training requirements.
Prepare daily, weekly, and monthly quality reports and performance dashboards.
Conduct calibration sessions with Operations and Training teams to ensure scoring consistency.
Track quality KPIs and recommend process improvements.
Ensure adherence to company SOPs, client guidelines, and compliance requirements.
Support recent-hire nesting and quality improvement initiatives.




Analyse customer interactions to improve conversion rates and customer satisfaction.

Required Skills
1–3 years of experience as a Quality Analyst in an International BPO.
Experience auditing US Tech Sales & Technical Support calls is mandatory.
Robust understanding of sales call evaluation, objection handling, and quality parameters.
Excellent verbal and written English communication skills.
Strong analytical skills with attention to detail.

Pay: ₹30,000.00 - ₹50,000.00 per month

Advantages:
Health insurance

Work Location: In person

📌 Voice Quality Analyst Us Tech Support Process Noida
🏢 Assistara Global Services
📍 Noida