Position Overview: The Operations Quality Analyst conducts transaction monitoring across sales calls, emails, and live chat channels to evaluate agent performance, analyze pitch effectiveness, and perform root-cause analysis on missed conversion opportunities. By driving quality consistency, coaching agents on sales techniques, and identifying process bottlenecks,

this role ensures a top-tier customer experience that directly drives revenue growth and brand loyalty. Additionally, the analyst supports the Customer Experience leadership team with business presentations, Weekly Business Reviews (WBRs), and onboarding activities.

Key Responsibilities

- Omnichannel Quality Auditing: Monitor and evaluate live and recorded sales calls,

emails, and live chats to ensure adherence to sales scripts, compliance standards, and high customer experience benchmarks.
- Sales Performance & Conversion Coaching: Conduct regular 1-on-1 coaching

sessions and feedback workshops with frontline agents, focusing on effective pitching, active listening, upselling/cross-selling, and objection handling.
- Root Cause & Data Analysis: Analyze customer interaction trends, drop-off reasons,

and common conversion barriers to identify actionable areas of opportunity for the sales operations team.
- Reporting & Insights: Generate daily, weekly, and monthly quality reports detailing

internal error rates, conversion trends, and agent performance metrics to support leadership decision-making.
- Calibration & Alignment: Lead and participate in internal calibration sessions with

Team Leads and Managers to ensure consistent evaluation standards across all channels.
- Process Knowledge & Onboarding:



Maintain deep process knowledge by regularly

handling customer interactions (calls/chats) and supporting the onboarding and training of recent sales agents.
- Business Review Support: Assist the CX Leadership team in preparing data, insights,

and slide decks for Weekly Business Reviews (WBRs) and client-facing presentations. Desired Qualifications & Skills:
- Educational Background: Bachelors degree in any field.
- Relevant Experience: Minimum 1–2 years of experience as a Quality Analyst

evaluating Sales processes (Voice, Email, and Chat) within an e-commerce, travel, or high-velocity B2C environment.
- Sales Acumen: Proven understanding of sales psychology, objection handling, deal

closing, and customer engagement metrics.
- Technical Proficiency: Advanced skills in Google Workspace and MS Office Suite

(Word, Excel/Google Sheets, PowerPoint/Google Slides) for data manipulation and visual reporting.
- Communication Skills: Exceptional verbal and written English communication skills,

paired with strong active listening abilities.
- Analytical Mindset: Demonstrated capability to translate raw audit data into clear,

actionable insights that drive revenue and operational efficiency.

Key Adjustments Made

- Added Sales Specifics: Updated responsibilities from generic "Customer Service" to

focus on conversion rates, objection handling, upselling, and closing.
- Refined Reporting & Calibration: Made the reporting and WBR assistance language

more concrete so candidates know what tools and cadence to expect.
- Targeted Experience: Specified that the 1+ year QA experience should ideally involve

B2C sales, email, and live chat workflows rather than purely inbound support.

📌 Walk-InII 5th NovII Quality Analyst Sales (Noida)
🏢 TELUS Digital
📍 Noida