Chat Quality Analyst & Training Executive

5 - 6 years

3 - 4 Lacs

Posted:1 day ago| Platform: Naukri logo

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Job Type

Full Time

Job Description

Chat Quality Analyst & Training Executive

Role & responsibilities

  • Monitor and evaluate chat conversations for quality, sales effectiveness, and compliance.
  • Provide feedback and coaching to improve agent communication, sales pitch, and process gaps.
  • Conduct sales and process training for new and existing agents; create SOPs, scripts, and training materials.
  • Analyze chat transcripts to identify improvement opportunities and boost conversion rates.
  • Ensure adherence to sales processes, quality guidelines, and compliance standards.
  • Maintain QA scorecards, dashboards, and performance reports.
  • Share insights with Sales/Operations to improve workflows, templates, and customer experience.
  • Drive continuous improvement by updating training content and refining sales processes.

Required Skills & Qualifications

  • Bachelors degree or equivalent experience.
  • 2.5+ years of experience in

    Chat Sales

    ,

    Quality Analysis

    ,

    Sales Training

    , or

    Customer Support QA

    .
  • Strong knowledge of sales strategies: pitching, objection handling, negotiation, upsell/cross-sell.
  • Excellent written communication skills and attention to detail.
  • Strong analytical abilities and understanding of quality metrics.
  • Proficiency with CRM or Chat platforms (Zendesk, Intercom, Freshdesk, LiveChat, etc.).
  • Good presentation and facilitation skills for training delivery.
  • Ability to work cross-functionally and manage multiple priorities.
  • Experience in e-commerce, SaaS, fintech, telecom, gaming, or service-based industries.

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