We are looking for a Sales Quality Analyst with at least 1 year of experience in handling sales or outbound processes in a BPO environment. The candidate will be responsible for monitoring customer interactions, evaluating call quality, identifying improvement areas, and ensuring compliance with quality standards to enhance overall sales performance.
Key Responsibilities:
- Monitor and evaluate outbound sales calls as per quality parameters.
- Conduct call audits and provide constructive feedback to agents.
- Ensure adherence to sales processes, compliance, and company policies.
- Prepare quality reports and analyze performance trends.
- Identify training needs and coordinate with the Training and Operations teams.
- Maintain quality scorecards and ensure timely completion of evaluations.
- Support process improvement initiatives to enhance customer experience and sales conversion.
Eligibility Criteria:
- Minimum 1 year of experience as a Quality Analyst or in handling Sales/Outbound processes in a BPO.
- Robust understanding of quality frameworks and call auditing.
- Excellent communication, analytical, and feedback skills.
- Proficient in MS Excel and reporting.
- Ability to work in a fast-paced environment and meet quality targets.
Preferred Skills:
- Experience in sales quality monitoring.
- Good analytical and coaching skills.
- Attention to detail and problem-solving ability.
- Strong interpersonal and stakeholder management skills.