Call Quality Analyst

Department: PIA (Process Improvement Adherence)

Work days- 6 days with Mondays fixed off

The Quality Analyst for Sales /Servicing is responsible for monitoring, evaluating, and improving the quality of sales calls handled by sales/services representatives or agents. The primary goal is to ensure that sales/service calls meet company standards for professionalism, compliance, customer engagement, and effectiveness in driving sales. The role involves analyzing call recordings, providing feedback to sales agents, and collaborating with management to enhance sales processes and outcomes.

Key Responsibilities:

Monitor and Evaluate Calls:

Listen to and evaluate recorded sales/ service calls to ensure adherence to company scripts, policies, and quality standards.

Assess call quality based on customer engagement, sales pitch effectiveness, product knowledge, and overall professionalism.

Provide Feedback:

Provide constructive feedback to sales agents, highlighting strengths and areas for improvement.

Conduct one-on-one coaching sessions with agents to improve sales techniques, customer interaction, and call outcomes.

Reporting and Documentation:

Document call evaluations and performance trends, tracking metrics such as call quality, conversion rates, and customer satisfaction.

Create regular performance reports for sales/services team managers, highlighting areas for training or improvement.

Compliance and Process Improvement:

Ensure all sales/services calls are compliant with company policies, legal regulations, and industry standards.

Identify common issues or trends in sales/services calls and recommend process improvements to enhance overall team performance.

Key skills & Qualification:

Experience:

Prior experience in a call center, sales, service or quality assurance role preferred.

Familiarity with sales processes and understanding of sales goals and KPls.

Analytical Skills:

Strong attention to detail, with the ability to identify trends, patterns, and areas for improvement in sales/service calls.

Ability to analyze data and create actionable insights for sales teams.

Communication:

Excellent verbal and written communication skills to provide clear feedback and collaborate with team members.

Problem-Solving:

Strong problem-solving skills to identify root causes of performance issues and suggest improvements.

Technical Proficiency:

Familiarity with call monitoring software, CRM systems, and Microsoft Office Suite (Excel, Word, etc.)