Quality Analyst – Sales Process (with Training Responsibilities)

Job Title: Quality Analyst – Sales Process (with Training Responsibilities)

Location: Sector 48, Gurugram. [Badshahpur]

Department: Sales / Quality Assurance

Reports To: Operations Manager

Position Summary:

We are seeking an experienced Quality Analyst with training capabilities to support and enhance our sales operations in the Australian market. The ideal candidate will be responsible for auditing sales interactions, maintaining compliance with Australian standards and delivering effective training programs that align with business goals. This dual-role position will ensure that both new and existing sales team members uphold high standards of quality, customer service, and regulatory compliance.

Key Responsibilities:

Quality Assurance:

• Monitor and assess outbound/inbound sales calls to evaluate performance against company standards and Australian compliance regulations.
• Use established QA scorecards to measure effectiveness, objection handling, customer experience, and adherence to ACCC and Telecommunications Industry Ombudsman (TIO) guidelines.
• Conduct regular calibration sessions to ensure consistent and unbiased evaluation across the compliance team.
• Provide timely, constructive feedback and coaching to sales agents and team leaders.
• Collaborate with compliance and legal teams to flag and report any breaches or high-risk behaviors.
• Prepare and present weekly/monthly quality reports and insights to senior management and stakeholders.

Training & Development:

• Design and deliver training sessions for onboarding, process updates, sales techniques, product knowledge, and compliance.
• Conduct refresher and corrective training sessions based on audit findings and performance trends.
• Maintain updated training content and knowledge base documentation aligned with Australian sales and compliance practices.
• Facilitate engaging training experiences using a mix of virtual and in-person formats tailored to diverse learning styles.
• Evaluate training effectiveness through assessments, post-training performance analysis, and feedback.
• Work with Sales Managers and HR to create development plans for underperforming agents.

Qualifications & Experience:

• Bachelor’s degree in Business, Communication, Sales, or a related field.
• 2–4 years of experience in a quality analyst or sales training role, preferably supporting Australian clients or markets.
• Experience with contact centre platforms (e.g., Genesys, Five9, Zendesk), QA tools, and CRM systems (e.g., Salesforce).
• Exceptional communication and facilitation skills.
• Demonstrated ability to analyze performance data and create actionable improvement plans.
• Experience working in a culturally diverse or international sales environment.

Key Competencies:

• Strong knowledge of Australian sales and compliance frameworks
• Quality auditing & root cause analysis
• Adult learning principles & training delivery
• Coaching and performance support
• Customer-first mindset
• Data-driven decision-making
• Attention to detail and regulatory awareness
• Stakeholder collaboration

Work Conditions:

• Flexibility to work in AEST/AEDT time zones
• Shift Timing: shift Timings is from 7:00 AM to 16:30 PM IST, as we operate within the Australian International Process. [Shift is subject to change an hour early basis business needs and day light saving]
• Office Location: Our office is located at Gurugram, Sector 48.
• Transportation Services: Please note that we do not provide any transportation services such as cab facilities, nor do we offer any reimbursement for transportation expenses.
• Company Website: For more information about our company, please visit veye.com.au

Job Types: Full-time, Permanent

Pay: ₹250,000.00 - ₹450,000.00 per year

Benefits:

• Provident Fund

Schedule:

• Fixed shift
• Morning shift

Supplemental Pay:

• Performance bonus

Work Location: In person

Expected Start Date: 14/07/2025