Job Description

Quality Analyst (Manager/Assistant Manager) – Inside Sales (Mutual Fund | Call Auditing & Compliance)

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Location: Gurgaon

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Experience : 7+ yrs

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Working Days: 6 Days a Week

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About the Role

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We are looking for a Quality Analyst Specialist to join our Inside Sales team in the Mutual Fund domain. ( This is not a Software Testing/QA role)**

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The ideal candidate will have experience in Call auditing, quality monitoring, compliance checks, and coaching sales advisors to improve customer interactions and overall sales performance.

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If you have worked in BFSI, Mutual Funds, Banking, Insurance, BPO, or Voice Process Quality , we'd love to hear from you.

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Key Responsibilities

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- Conduct quality audits of recorded sales calls to ensure adherence to company and regulatory standards.
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- Evaluate customer interactions based on communication, product knowledge, compliance, objection handling, and customer experience.
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- Prepare quality reports, identify performance trends, and share actionable insights with stakeholders.
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- Provide constructive feedback and coaching to Inside Sales Advisors to improve quality scores.
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- Maintain quality scorecards, audit records, and compliance documentation.
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- Participate in calibration sessions to ensure consistent quality evaluations.
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- Collaborate with Training and Sales Managers to improve team performance.
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- Ensure all customer interactions comply with internal policies and regulatory guidelines.
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Required Skills

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- Experience as a Call Quality Analyst / Sales Quality Analyst in a Voice Process or Inside Sales workplace.
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- Prior exposure to Mutual Funds, Banking, Insurance, Financial Services, or BFSI is preferred.
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- Strong knowledge of call auditing, quality monitoring, and compliance.
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- Excellent analytical, reporting, and feedback delivery skills.
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- Good communication and stakeholder management abilities.
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- Proficiency in Excel and reporting tools.
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Preferred Experience

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- 1–4 years of experience in Quality Analysis.
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- Experience in Mutual Fund or Financial Services will be an added advantage.
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- Familiarity with QA scorecards, calibration, coaching, and process improvement.
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Why Join Us?

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- Opportunity to work in a fast-growing financial services organization.
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- Direct impact on customer experience and sales quality.
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- High-visibility role with opportunities to collaborate across Sales, Training, and Operations teams.
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- Performance-driven culture with excellent learning and growth opportunities.
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Keywords

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- Quality Analyst | Call Quality Analyst | Sales Quality | Voice Process | Inside Sales | Call Auditing | Quality Monitoring | Compliance | Mutual Fund | BFSI | Banking | Insurance | Customer Experience | Coaching | Calibration | Quality Assurance
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📌 Manager-QA [Inside Sales Quality & Calls auditing, Quality monitoring, Compliance, Team management, (Gurugram)
🏢 Zfunds
📍 Gurugram