Call Quality Analyst

Customer Success Quality Auditor & Trainer (QA)

• Audit customer interactions (WhatsApp, email, calls) to evaluate sales effectiveness, communication tone, accuracy, and process adherence.
• Provide

  constructive coaching

  to team members, focusing on both

  customer support and sales conversion skills

  .
• Share structured feedback at individual and team levels to drive measurable improvements.
• Document audit results, highlight key trends, and share actionable feedback with team members and managers.
• Facilitate

  calibration sessions

  with CS managers to align on quality and performance standards.
• Prepare and present periodic quality reports (team-level and individual-level performance trends).

Training & Development

• Lead training for all new joiners

  in the Customer Success team, covering both process knowledge and sales skills.
• Design and conduct regular refresher sessions, sales workshops, and communication skills training.
• Collaborate with managers to identify skill gaps and create targeted learning interventions.
• Build training materials, FAQs, roleplay scripts, and process documentation for consistent knowledge sharing.

Projects & Continuous Improvement

• Work on

  special projects

  to improve sales outcomes, communication quality, and customer experience.
• Analyze quality and training data to recommend improvements in processes, scripts, and sales playbooks.
• Partner with cross-functional teams to roll out new initiatives, tools, or process enhancements.
• Ensure alignment of CS practices with overall business goals and revenue targets.

Knowledge, Skills & Qualifications Required

• 3+ years of experience

  as a Quality Analyst in a Customer Success / Contact Center / Sales enablement environment.
• Proven experience in

  training and coaching team members on sales techniques

  (B2B or B2C).
• Strong communication skills

  excellent verbal and written proficiency

  (English and Hindi mandatory).
• Ability to design and deliver engaging training sessions (both classroom & virtual).
• Strong analytical and feedback delivery skills; ability to identify patterns and suggest practical solutions.
• Proficiency in MS Office (Word, Excel, PPT) for training content and reporting.
• Customer-first mindset with the ability to

  balance support and sales focus

  .
• Strong project management skills – ability to manage multiple initiatives simultaneously.
• Adaptable, self-driven, and able to influence stakeholders across levels.