Quality Analyst

Job Description

About the Role We are seeking a detail-oriented and analytical Call Quality Analyst to monitor, evaluate, and improve the quality of sales calls. The ideal candidate will ensure that sales representatives adhere to company standards, compliance requirements, and deliver exceptional customer experiences. This role plays a critical part in identifying training needs, enhancing sales effectiveness, and driving continuous improvement. Responsibilities Monitor and evaluate inbound and outbound sales calls for quality, compliance, and performance standards. Develop and maintain quality scoring guidelines and evaluation forms. Provide detailed feedback and coaching to sales representatives based on call evaluations. Identify trends, gaps, and opportunities for improvement in sales techniques and customer interactions. Collaborate with sales managers and trainers to develop targeted training programs. Generate regular reports and dashboards on call quality metrics and KPIs. Ensure compliance with regulatory and internal policies during customer interactions. Participate in calibration sessions to ensure consistency in evaluations. Recommend process improvements to enhance customer satisfaction and sales performance. Qualifications Bachelor’s degree. Knowledge of 7 quality tools. 2+ years of experience in a quality assurance or sales support role, preferably in a call center or telesales environment. Strong analytical and listening skills with attention to detail. Excellent verbal and written communication skills. Proficiency in CRM systems and call monitoring tools. Ability to handle confidential information with integrity. Strong organizational and time management skills. Preferred Skills Experience with speech analytics tools. Knowledge of sales methodologies. Familiarity with six sigma tools. Show more Show less