Quality Analyst -Bilingual

Job Description

Job Description: We are looking for a detail-oriented Quality Analyst to join our team and play a key role in enhancing the performance and customer handling quality of our Sales Team. The selected candidate will be responsible for auditing sales calls, identifying improvement areas, and providing constructive feedback to ensure top-notch customer interactions. --- Key Responsibilities: Audit inbound and outbound sales calls to assess quality, compliance, and customer engagement. Evaluate calls based on predefined quality standards and sales guidelines. Provide detailed, structured feedback to the sales representatives and team leads. Identify common issues or training gaps and suggest actionable recommendations. Collaborate with the training and operations teams to drive performance improvement initiatives. Prepare weekly and monthly QA reports and share insights with management. Participate in calibration sessions to ensure scoring consistency across the QA team. Maintain records of audits and feedback logs systematically. --- Key Skills & Requirements: Proven experience as a Quality Analyst in a call center, preferably in a sales process. Excellent listening, analytical, and communication skills. Strong understanding of sales techniques and customer interaction quality. Ability to deliver feedback professionally and constructively. Good command over MS Excel/Google Sheets and reporting tools. Team player with a proactive approach and keen attention to detail. Show more Show less