Call Quality Analyst

Job Description

Key Responsibilities: Monitor and evaluate daily inbound/outbound sales calls. Provide detailed feedback to sales executives and team leaders. Ensure adherence to sales scripts, compliance guidelines, and quality benchmarks. Prepare daily, weekly, and monthly quality reports. Identify training needs and collaborate with trainers to improve communication and conversion skills. Conduct audits of recorded calls and assess soft skills, sales approach, and objection handling. Track and report common call issues and provide insights to management. Assist in updating the quality scorecard as per changing business needs. Required Skills & Qualifications: Graduate in any discipline. Minimum 6 month–1 years of experience as a Quality Analyst in a BPO. Strong understanding of BPO sales process and customer handling. Excellent listening, analytical, and communication skills. Proficiency in MS Excel, call audit tools, and CRM platforms. Ability to work in a fast-paced, target-driven environment. Job Types: Full-time, Permanent Pay: ₹18,000.00 - ₹21,000.00 per month Benefits: Leave encashment Paid sick time Schedule: Day shift Morning shift Supplemental Pay: Performance bonus Yearly bonus Education: Bachelor's (Required) Experience: Call Quality : 1 year (Required) Language: English (Required) Location: Noida Sector 16, Noida, Uttar Pradesh (Required) Work Location: In person Speak with the employer +91 9870398585