Quality Analyst

We are looking for a Quality Analyst who will be responsible for monitoring, evaluating, and improving the quality of calls made by our Business Development Executive (BDE) team. The ideal candidate should ensure all calls meet company standards, maintain sales etiquette, identify improvement areas, and help the BDE team enhance overall performance and conversions.

Key Responsibilities

• Monitor and evaluate BDE inbound/outbound calls daily.
• Ensure every call meets internal quality standards, sales pitch guidelines, and compliance rules.
• Review call recordings and provide detailed feedback to BDEs for improvement.
• Identify training needs and coordinate with HR/Training team for refresher sessions.
• Track individual and team performance using quality scorecards.
• Prepare weekly and monthly QA reports on call quality, customer satisfaction, and sales effectiveness.
• Ensure communication tone, clarity, professionalism, and script adherence.
• Work closely with the Sales Manager to improve conversion rate, lead quality, and customer experience.
• Highlight non-compliance, negative customer remarks, and improvement opportunities.
• Ensure BDEs follow company processes, call flow, and CRM guidelines.

Required Skills

• Strong knowledge of call auditing, sales processes, and BDE workflows.
• Excellent listening, analytical, and observation skills.
• Ability to provide constructive feedback without demotivating employees.
• Strong communication skills (Hindi & English preferred).
• Knowledge of MS Excel, CRM, and QA reporting tools.
• Ability to identify behavioral and technical gaps in BDE performance.

Qualifications

• Bachelor’s Degree in any field
• 1–3 years experience as QA/Quality Analyst in BPO, telesales, telemarketing, or BDE team.
• Experience in sales quality monitoring is a plus.

Performance Indicators

• Quality score improvement of BDEs
• Reduction in errors and non-compliance
• Enhanced customer interaction quality
• Improved lead conversion through better call quality

Why Join Us?

• Growth-oriented environment
• Opportunity to work closely with sales & business teams
• Skill development through continuous training
• Competitive salary + performance benefits

Job Types: Full-time, Permanent

Pay: ₹12,773.70 - ₹20,000.00 per month

Benefits:

• Leave encashment

Work Location: In person