Quality Analyst

Job Description

Frido is a leading D2C brand specializing in innovative ergonomic products designed to improve comfort, health, and productivity. Our mission is to empower individuals to live and work better with thoughtfully crafted solutions. We pride ourselves on delivering exceptional quality, customer-centric design, and a work environment that fosters growth and innovation. Join our dynamic team and be a part of revolutionizing how people experience ergonomics! Key Responsibilities Call & Chat Monitoring: Listen to and evaluate sales calls, chats, and email interactions to ensure adherence to quality standards and sales effectiveness. Process Optimization: Identify gaps in the sales pitch, objection handling, and closing techniques to streamline workflows and enhance conversions. Training & Coaching: Provide feedback and training to Inside Sales representatives to improve communication skills, product knowledge, and customer engagement. Quality Assurance: Develop and maintain quality scorecards to track and measure sales agent performance, ensuring consistent customer experience. Data & Insights: Analyze key sales metrics, customer feedback, and quality trends to provide actionable recommendations to the management. Compliance & Standards: Ensure adherence to company policies, industry regulations, and best practices in sales communication. Collaboration: Work closely with the Inside Sales team, Customer Support, and Operations to align quality objectives with business goals. Requirements Experience: Minimum 2 years in a Quality Control / Sales Quality Assurance role within Inside Sales, BPO, or D2C industries. Communication Skills: Strong listening, verbal, and written communication skills with a keen ear for detail. Sales Understanding: Knowledge of sales processes, lead nurturing, and customer interaction strategies. Analytical Ability: Proficiency in tracking performance metrics, analyzing trends, and generating reports. Tech-Savvy: Familiarity with CRM tools (e.g., Salesforce, HubSpot, Zoho), call monitoring software, and quality assessment frameworks. Immediate Joiner Preferred.