Location: Sec-63, Noida

Full-time | Work from Office

Shift: Rotational- 6 Days (as per process requirement)

Website: www.ocubeservices.com

About Ocube Services:

Ocube Services is a trusted provider of customer experience and business process management solutions, serving clients across the MEASA region. We combine operational excellence, technology-driven innovation, and a customer-centric approach to help organizations enhance service delivery and achieve sustainable growth. Our commitment to continuous improvement, employee development, and quality-driven performance enables usto deliver exceptional outcomes for both our clients and our people.

Job Summary

We are looking for a detail-oriented and analytical Sales Quality Analyst to monitor and evaluate sales interactions across voice and non-voice channels. The candidate will be responsible for assessing sales calls, ensuring adherence to defined quality parameters, identifying performance gaps, and driving improvements in sales effectiveness, customer experience, and compliance.

The ideal candidate should have experience in a BPO sales environment, strong communication skills, and a good understanding of sales processes, quality frameworks, and performance metrics.

Key Responsibilities

1. Sales Quality Monitoring

- Monitor and evaluate inbound and outbound sales calls.
- Assess sales conversations against defined quality parameters and evaluation criteria.
- Ensure sales executives follow the prescribed sales pitch, scripts, and process guidelines.
- Identify gaps in sales conversations, objection handling, probing, and closing techniques.
- Validate sales conversions, customer consent, and accuracy of information shared.

2. Feedback & Performance Improvement

- Provide constructive feedback to sales agents based on quality evaluations.
- Conduct feedback sessions and one-on-one coaching to improve sales performance.
- Identify recurring quality gaps and recommend corrective actions.
- Work closely with Team Leaders and Operations Managers to improve agent performance.




- Track improvement plans and monitor quality performance after feedback.

3. Compliance & Process Adherence

- Ensure adherence to client-specific policies, sales guidelines, and compliance requirements.
- Identify instances of mis-selling, false commitments, incorrect information, or process deviations.
- Ensure agents follow customer verification and consent procedures.
- Highlight critical errors and escalate compliance-related concerns to the concerned stakeholders.

4. Reporting & Analysis

- Prepare daily, weekly, and monthly quality reports.
- Track quality scores, fatal errors, sales conversion quality, and agent-wise performance.
- Conduct root cause analysis for recurring quality issues.
- Share quality trends, observations, and improvement recommendations with Operations.
- Maintain quality trackers and evaluation records.

5. Training & Process Improvement

- Conduct calibration sessions with Operations and Training teams.
- Support refresher training based on identified quality gaps.
- Participate in process improvement initiatives to enhance sales effectiveness.
- Share best practices and successful sales approaches with the team.

Required Skills

- Strong experience in quality monitoring within a BPO sales process.
- Excellent understanding of inbound/outbound sales processes.
- Good knowledge of sales pitch, objection handling, probing, and closing techniques.
- Strong verbal and written communication skills.
- Ability to identify sales quality gaps and provide actionable feedback.
- Knowledge of compliance, customer consent, and mis-selling prevention.
- Strong analytical and reporting skills.
- Proficiency in MS Excel and quality monitoring tools.
- Positive stakeholder management and coordination skills.

Educational Qualifications & Experience

- Graduate in any discipline.
- 3 to 5 years of experience in Quality Assurance within a BPO/ITES sales process.
- Experience in international sales processes will be an added advantage.
- Prior experience in call monitoring, quality audits, feedback, and calibration is preferred.

Interested candidates can contact at: Soumya - (phone hidden)

Mansi - (phone hidden)

📌 Walk-in || Sales Quality Analyst (Noida)
🏢 Ocube Services
📍 Noida