Quality Analyst

Job Title: Sales Quality Assurance Specialist

Location: Mumbai

Department: Quality Assurance

Type: Full Time

Language Preference - Kannada, Malayalam

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Job Summary:

We are seeking a detail-oriented and analytical Quality Assurance Specialist to monitor and evaluate the performance of our sales team. This role ensures that sales representatives adhere to company standards, processes, and regulatory requirements while consistently delivering high-quality customer interactions.

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Key Responsibilities:

• Evaluate recorded and live sales calls, emails, and CRM entries for quality and compliance.
• Develop and maintain QA scorecards and performance metrics.
• Provide detailed feedback and coaching recommendations to sales team members.
• Identify trends, patterns, and areas of improvement to enhance sales effectiveness.
• Collaborate with Sales Managers and Training Teams to refine scripts and onboarding materials.
• Ensure compliance with legal, ethical, and company-specific guidelines.
• Maintain accurate QA records and reports for ongoing analysis and executive review.
• Assist in developing new QA policies and procedures to improve customer satisfaction and conversion rates.

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Qualifications:

• Bachelors degree in business, Communications, or a related field (preferred).
• 2+ years of experience in sales, sales support, or QA.
• Strong understanding of sales processes, CRM systems (e.g., Salesforce), and call monitoring tools.
• Exceptional attention to detail, analytical thinking, and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to deliver constructive feedback and work collaboratively with cross-functional teams.
• Candidate should be fluent in English, Hindi and Malayalam or Kannada.
• Candidates should have experience auditing sales calls.