Call Quality Analyst

Company Description

30 Sundays

LOCATION : GURUGRAM

Role Description

As a Call Quality Analyst, you will play a critical role in ensuring the effectiveness and quality of customer interactions conducted by our sales executives.

Your primary duties will include:

• Listening to and evaluating recorded sales calls against defined quality standards.
• Identifying strengths and gaps in sales conversations, focusing on customer experience, compliance, and effectiveness.
• Preparing detailed feedback reports and sharing insights with the Training & Development team.
• Collaborating with trainers to design solutions for skill gaps and recommend process improvements.
• Monitoring the impact of feedback implementation and updating evaluation criteria as needed.
• Providing actionable insights to improve sales effectiveness, customer satisfaction, and team performance.

Qualifications

• 1–3 years of experience in quality analysis, call auditing, or training support (preferably in a sales-driven environment).
• Strong listening, analytical, and reporting skills.
• Ability to provide constructive feedback and suggest practical solutions.
• Excellent communication and interpersonal skills.
• Hunger to learn, adapt, and contribute to continuous improvement.