Job
Description
The Quality Analyst (QA) in IT Sales is responsible for monitoring and evaluating sales processes, customer interactions, and support activities to ensure compliance with quality standards. This role involves assessing sales calls, emails, and ticket resolutions, identifying areas for improvement, and ensuring that the team adheres to best practices. The QA works closely with the sales and support teams to streamline processes, enhance customer engagement, and improve overall efficiency. Job Responsibilities: Review and analyze sales and support interactions, such as calls, emails, and tickets. Make sure employees follow company rules, service quality standards, and processes. Check sales and support efforts regularly and give helpful feedback. Identify areas where training is needed and offer guidance to improve performance. Work with teams to improve sales and customer support strategies. Help develop better quality checks, faster response times, and efficient ticket-handling methods. Find process gaps and suggest ways to improve customer interactions. Create reports on sales performance, customer concerns, and service quality. Track important metrics like lead conversion rates, response times, and customer feedback. Investigate recurring issues and suggest ways to fix them for continuous improvement. Join training sessions, coaching programs, and meetings to ensure consistency. Act as a link between the quality team, sales representatives, and management. Regularly review sales processes and give actionable feedback for improvement Monitor customer satisfaction trends and suggest improvements Qualifications & Skills: Bachelors degree in Business Administration, Sales, or a related field. Minimum of 2 years of experience in a Quality Analyst role within IT sales or customer support. Strong understanding of sales processes, CRM tools, and quality assurance methodologies. Excellent verbal and written communication skills. Attention to detail and ability to provide constructive feedback effectively. Proficiency in sales analytics, ticketing systems, and process optimization. Ability to analyze data, generate reports, and present insights for decision-making.
