Quality Analyst

Title: Deputy Manager/ Assistant Manager QA

Department: Presales

Band / Level:

Reports to (direct): Presales Head

Location:

Timings: 10 am to 6.30 pm on weekly roster

I. Purpose

• Will be responsible for ensuring the quality and effectiveness of our presales team through comprehensive training programs and rigorous quality assurance/ audit processes.
• To design and deliver training programs/ refreshers for our Presales teams as per the audit evaluations.
• Help increase the overall performance of the Presales teams by creating and deploying regular learning interventions.

II. Key Responsibilities

S. No.

Key Performance Areas (KPAs)

Strategic

• Design and deliver comprehensive training programs for new and existing Presales executives.
• Develop and facilitate ongoing training sessions on product knowledge, sales techniques, sales pitch, quality of call and customer service best practices.
• Track and analyse trends from call evaluations to identify areas of improvement and training needs.
• Identify common sales challenges faced by Presales executives and recommend solutions to improve conversion rates.
• Recommend process enhancements and best practices to optimize Presales efficiency and customer walk-ins.

Team Management

• Provide detailed feedback on individual and overall team performance to guide the Presales team lead on coaching the team.
• Work closely with the Presales team lead to identify skill gaps and implement targeted improvement strategies.
• Identify common sales challenges faced by Presales executives and recommend solutions to improve conversion rates.

Performance Monitoring

• Identify skill gaps and create targeted training initiatives to address them, improving overall team performance.
• Conduct regular call monitoring and evaluate Presales executives based on key performance indicators (KPIs) such as script compliance, pitch, and adherence to quality standards.
• Generate and maintain quality assurance reports to track team performance over time and share them with the Presale TLs.

Interactions

• Collaborate with the presales team lead to ensure sales scripts, objection-handling strategies, and closing techniques are up-to-date and effective.
• Work closely with the presales team lead to identify skill gaps and implement targeted improvement strategies.

Role Expectations

• Include conducting skills gap analyses, preparing learning material and evaluating results after each training session.
• Design training curricula/ content thereby produce physical and digital educational material (e.g. videos and case studies)
• Conduct skills gap analyses to identify areas of improvement
• Conduct new hire training based on training requirements.
• Monitor and report the effectiveness of the training program.
• Gather sales performance data to measure the success of the training program; monitor ROIs and develop training programs to improve effectiveness and retention.

III. Key Performance Indicators (KPI)

Quantitative

• Sales Revenue
• Walkin counts
• Conversion Rate
• Call Audits

Qualitative

• Training feedback
• Calls Per Agent
• Lead Response Time
• Calls Per Hour (CPH)
• Customer Satisfaction Score (CSAT)
• Average Handling Time (AHT)
• Hit Rate

IV. Qualifications & Experience

Essential

• Bachelor's degree is mandatory.
• Minimum of 6 years of experience in training and quality assurance roles within presales/ telesales in real estate, contact centers, or BFSI services.
• Excellent verbal and written communication skills.
• Strong team management skills.
• Proficiency in using SFDC software and other presales tools.
• Ability to analyze data and make data-driven decisions.
• Knowledge of industry regulations and best practices in presales.

Desired

• Min 2 years of experience in QA and subsequent training role in a real estate company
• Knowledge of Real Estate marketing
• Technical Proficiency: Familiarity with CRM software and pre-sales tools
• Communication Skills: Excellent verbal and written communication skills to interact with team members and customers.
• Problem-Solving: Strong problem-solving and conflict resolution skills to handle customer issues and team challenges.

Interested candidates should contact Ms. Naini S on 98332 85850 via whatsapp message. Drop your CV on the whatsapp.