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.
Solid 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.