Quality Analyst (outbound sales)

About the Role: We are looking for an experienced and detail-oriented Quality Analyst to join our dynamic team. The ideal candidate will have a background in sales and upselling processes , with a strong focus on maintaining high quality standards, coaching performance, and driving operational excellence. Key Responsibilities: Monitor and evaluate agent performance to ensure adherence to quality parameters. Provide constructive feedback , coaching, and mentoring to improve individual and team performance. Collaborate with Operations and Training teams to implement best practices and quality improvements. Develop and maintain quality guidelines , SOPs, and audit frameworks. Ensure zero defects in customer interactions through regular quality checks. Analyze quality metrics and prepare action plans for continuous process improvement . Manage audit schedules and maintain documentation for compliance. Drive team performance and motivation to meet quality benchmarks. Identify training needs and participate in upskilling initiatives. Skills & Competencies: Strong experience in sales/upselling call audits Excellent analytical, written, and verbal communication skills Keen attention to detail and accuracy Proficient in MS Office tools (Advance Excel, Word, PowerPoint) Strong team management and leadership skills Ability to thrive in a fast-paced, target-driven environment Educational Qualifications: UG: Any Graduate – Any Specialization What We Offer: Direct exposure to an Australian-based company Friendly, fun-loving, and playfully competitive office culture Free pick-up facility or travel allowance Strong scope for career growth and advancement Ready to bring quality to the next level? Apply now and join our growing team! 📧 For applications and queries, contact: hr@selectandswitch.com.au | 📞9266524737 Show more Show less