Location: Gurgaon (Work from Office)
Working Days: 6 Days a Week
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Key Responsibilities
- Monitor and audit inbound/outbound sales calls as per quality standards.
- Conduct call evaluations and provide constructive feedback to sales agents.
- Perform regular call calibration sessions with operations and training teams.
- Ensure adherence to sales processes, compliance, and quality guidelines.
- Identify process gaps and recommend improvement opportunities.
- Prepare quality reports, scorecards, and performance analysis.
- Coordinate with Team Leaders and Trainers to improve agent performance.
- Track quality metrics and support continuous process improvement initiatives.
- Required Skills & Experience
- Minimum 2 years of experience as a Quality Analyst in a sales process.
- Strong experience in Sales Audit and Sales Quality Monitoring.
- Hands-on experience in Call Calibration and feedback sessions.
- Positive understanding of sales KPIs, quality metrics, and compliance.
- Excellent communication, analytical, and stakeholder management skills.
- Proficiency in MS Excel and reporting.