Job Summary The Quality Team Leader – Sales is responsible for monitoring, evaluating, and improving the performance of sales agents in a BPO setting. This role ensures adherence to quality standards, enhances customer experience, and drives sales effectiveness through coaching, feedback, and process improvements.

Key Responsibilities

1. Quality Monitoring & Evaluation

- Monitor inbound/outbound sales calls to ensure compliance with quality standards and scripts

- Conduct regular audits and scorecards for sales agents

- Identify gaps in sales techniques, product knowledge, and communication

2. Coaching & Development

- Provide structured feedback and coaching sessions to sales agents

- Conduct calibration sessions with internal stakeholders

- Support training teams in designing modules based on quality findings

3. Performance Improvement





- Analyze trends in sales performance and quality scores

- Recommend strategies to improve conversion rates and customer satisfaction

- Work closely with sales managers to implement action plans

5. Reporting & Analysis

- Prepare daily, weekly, and monthly quality reports

- Present insights and improvement plans to management

- Track KPIs such as CSAT, conversion rate, and compliance scores

Requirements

Required Skills & Competencies

- Strong understanding of sales processes in a BPO environment

- Excellent communication and interpersonal skills

- Analytical and problem-solving abilities

📌 Quality Team Leader - BPO (Malad West)
🏢 KV OneSourceHR
📍 Malad West