Posted:3 days ago|
Platform:
Work from Office
Full Time
Job Title: Quality Analyst Sales Process
Company: Cognizant Technology Solutions
Location: Hyderabad
Work Mode: Work from Office (5 Days a Week, Weekends Off)
Shift: Rotational (Day & Night Shifts AMER/EMEA/APAC Regions)
Experience Required: 4 to 8 Years
Employment Type: Full-time, Permanent
Job Summary
The Quality Analyst is responsible for meticulously monitoring, evaluating, and scoring the sales interactions and processes executed by the outbound sales team. The role involves providing detailed, objective feedback to sales professionals and management to ensure high-quality consultative selling, process compliance, and accuracy ultimately driving superior customer experience and increased revenue generation.
Key Responsibilities
1. Sales Interaction Monitoring & Evaluation
Listen to and score a high volume of recorded sales calls (inbound & outbound).
Evaluate communication quality, prospect engagement, consultative approach, and adherence to defined processes.
Review written client communications (emails, proposals) for tone, professionalism, and accuracy.
2. Process Audit & Compliance
Conduct end-to-end sales process audits to ensure alignment with business and compliance standards.
Verify campaign setup accuracy, documentation, and adherence to policies and guidelines.
Identify process gaps and recommend corrective actions.
3. Feedback & Coaching Support
Deliver clear, actionable, and constructive feedback to sales representatives.
Partner with team leads and trainers to improve consultative selling, product knowledge, and customer engagement.
Support continuous improvement initiatives across the sales floor.
4. Root Cause Analysis
Analyze low-performing or failed sales interactions to identify improvement areas.
Share actionable insights with leadership and contribute to systematic process improvements.
Collaborate with QA leads and operations to minimize recurring issues.
5. Data Reporting & Tracking
Accurately log, track, and maintain evaluation results, defect trends, and quality performance data.
Generate weekly and monthly reports for leadership review.
Support calibration sessions to ensure consistent scoring and quality standards.
6. Calibration & Standardization
Participate in team calibrations to ensure uniformity in quality scoring.
Maintain consistent QA standards across multiple teams and regions.
Qualifications
Bachelors degree in Business, Marketing, Communication, or a related field.
4 to 8 years of experience as a Quality Analyst / Quality Assurance Specialist in a sales, BPO, or contact center environment.
Strong understanding of outbound/inbound sales processes and digital marketing fundamentals.
Mandatory Skills
1. Quality monitoring and evaluation
2. Call auditing and scoring
3. Process compliance and documentation
4. Root cause analysis
5. Consultative sales understanding
6. Strong analytical and problem-solving skills
7. Feedback and coaching delivery
8. Data reporting and visualization
9. Communication assessment expertise
10. Proficiency in Microsoft Excel (Pivot Tables, Charts)
11. Proficiency in Google Sheets or equivalent reporting tools
12. Strong written and verbal communication skills
13. Attention to detail and accuracy
14. Time management and multi-tasking
15. Quality Management System (QMS) usage
16. Knowledge of sales lifecycle and KPIs
17. Ability to identify performance improvement opportunities
18. Calibration and standardization practices
19. Team collaboration and coordination
20. Adaptability to rotational shifts and fast-paced environments
Preferred Skills
Experience in quality auditing for digital marketing or tech-based sales campaigns.
Familiarity with QA tools, dashboards, or CRM systems.
Exposure to performance tracking and data interpretation in a sales environment.
Soft Skills
Exceptional listening and analytical thinking
High ownership and accountability
Excellent interpersonal and coaching skills
Ability to deliver feedback diplomatically
Interview Process
Interview Start Date: 28th October 2025 (Tuesday)
Interview Time: 11:00 AM onwards
Mode: Microsoft Teams (Video Interview)
Interview Rounds
1. Round 1 HR Screening:
Basic background, experience, and communication assessment.
2. Round 2 Quality Evaluation Test:
Practical assessment on sales call evaluation and QA analysis.
3. Round 3 Operations / QA Manager Interview:
In-depth discussion on process knowledge, reporting, RCA, and scenario-based questions.
Perks and Benefits
Fixed 5-day work week (Weekends Off)
Comprehensive health insurance
Performance-based incentives
Opportunities for career growth and learning
Shortlisted candidates will receive a Teams meeting link via email for interview.
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