Call Quality Analyst

Job Description

Job Title: Call Quality Analyst (Website Sales Process) Location: Kolkata Job Summary: We are seeking a detail-oriented and analytical Call Quality Analyst to monitor, evaluate, and improve the performance of our sales team focused on website sales processes. The ideal candidate will ensure that calls meet established quality and compliance standards, support training initiatives, and contribute to the optimization of the sales process. Key Responsibilities: Monitor and evaluate outbound sales calls related to website sales. Assess agent performance based on defined quality parameters including adherence to sales scripts, customer interaction, product knowledge, and compliance. Identify gaps in service delivery, sales techniques, and product understanding. Provide constructive feedback and coaching to sales agents to improve performance. Collaborate with the training team to address recurring issues and skill gaps. Maintain accurate and detailed reports of quality assessments and share insights with management. Recommend process improvements and training needs based on call analysis. Ensure all calls meet company and regulatory compliance standards. Participate in calibration sessions to align quality standards across teams. Requirements: Bachelor's degree or equivalent experience in a related field. 1+ years of experience in call quality analyst role, preferably in a website sales or digital services environment. Strong knowledge of sales processes, especially in digital or web-based services. Excellent listening and analytical skills. Familiarity with CRM systems, call recording tools, and QA platforms. Strong written and verbal communication skills. Ability to work independently and in a team-oriented environment. High attention to detail and commitment to maintaining high standards. Preferred Qualifications: Experience with website design or digital marketing sales processes. Key Metrics: QA score trends across teams Agent improvement rate post-feedback Compliance adherence rate Number of actionable insights provided to management