Quality Analyst - BPO - Call Audits

Title: Quality Analyst (Work From Home)

Job Description (JD): Sales Quality Analyst

Role Overview:
The Sales QA will be responsible for monitoring, auditing, and evaluating sales calls and communications to ensure adherence to company processes, compliance standards, and quality benchmarks. The role will provide actionable insights, coaching inputs, and reports to improve overall sales performance and conversion rates.

Key Responsibilities:

Call & SOP Auditing
Listen to live and recorded sales calls.Review WhatsApp/email/chat Data for Leads.Identify errors, gaps, and opportunities in sales communication.

Quality Monitoring & Scoring
Develop and maintain QA scorecards.

Audit calls against predefined checklists and KPIs (compliance, pitch, objection handling, closing skills, etc.).
Provide weekly/monthly reports to management.

Feedback & Coaching
Share constructive feedback with sales reps and team leads.Track recurring errors and recommend corrective actions.Support training and refreshers based on audit findings.

Process Compliance
Ensure sales reps follow company SOPs, pitch flow, and compliance policies.Monitor DND, refund, and cancellation handling adherence.

Continuous Improvement

Collaborate with sales managers to improve call scripts and rebuttals.
Recommend process improvements based on customer insights.Track impact of QA interventions on sales conversions.

Key Skills & Competencies:
Strong understanding of sales process & customer handling.Excellent listening, observation, and analytical skills.Strong written & verbal communication (English).

Ability to give constructive feedback without bias.
Proficiency in MS Excel for reports & audit.Experience with CRM, dialer systems, and QA monitoring tools (preferred).

Qualifications & Experience:
Graduate in any stream24 years of experience in sales quality monitoring, QA, or sales coaching.

Prior experience in /Telecom/BPO sales is a plus.

KPIs (Key Performance Indicators):
% of calls audited per week/month.Accuracy of QA scores vs sales performance.Reduction in repeat errors by BDRs.Improvement in sales conversion rates linked to QA inputs.

SLA compliance for feedback turnaround time.