QA / QC Analyst

As a Quality Auditor at apna.co, your main responsibility will be to evaluate, monitor, and assess the performance of Assisted Growth (Telesales) representatives. This will involve conducting regular audits of recorded calls/chats, reviewing sales processes, identifying areas for improvement, and providing feedback to optimize sales effectiveness, compliance, and customer satisfaction. Key Responsibilities: - Review and audit recorded calls/chats to ensure adherence/compliance with established internal control procedures. - Deliver detailed feedback to telesales agents, highlighting strengths and areas for improvement. - Communicate audit findings by preparing a final report and identifying continuous improvement opportunities. - Enforce adherence to requirements and advise management on necessary actions. - Prepare special audit and control reports by analyzing operating information and trends. - Contribute to team effort, focusing on data integrity and customer safety. - Identify barriers to customer success and make recommendations for improvement. - Collaborate with training teams to identify training needs based on audit results. - Work closely with team leaders, supervisors, and managers to ensure performance expectations are met. Qualifications: - Bachelor's degree. - 1-2 years of prior experience in telesales, customer service, or a related field. - 1-2 years of prior experience in quality management roles. - Six Sigma Certification is an added advantage. Skills: - Basic proficiency in productivity tools, Microsoft Suite, Google Sheets, and Google Docs. - Proficiency in Hindi and a Regional language is an added advantage. - Self-motivated with the ability to prioritize and manage multiple tasks effectively. - Proven ability to work in a fast-paced team setting. - Strong problem-solving and data analysis skills. - Ability to work cross-functionally with other departments.,