Quality Assurance Analyst

Key Responsibilities

• Evaluate Counselling Calls: Review sales calls / sessions per day and assess against KPIs such as script adherence, objection handling, compliance, product knowledge, and customer engagement.

• Call Scoring & Feedback: Maintain structured scorecards for each call and deliver clear, constructive feedback to sales counsellors, highlighting both strengths and improvement areas.

• Monitor Daily Metrics: Track and analyse daily activity metrics (call volume, counselling sessions, conversions, etc.) to ensure alignment with performance targets.

• Trend & Gap Analysis: Identify recurring strengths, common challenges, and skill gaps in calls to inform training and coaching initiatives.

• Collaboration: Partner with sales managers, trainers, and leadership to share insights, support coaching programs, and improve sales effectiveness.

• Compliance Monitoring: Ensure all customer interactions strictly adhere to company policies, ethical standards, and regulatory requirements.

• Reporting: Prepare and present regular reports summarising call quality trends, sales performance, and recommended action points for leadership review.

• Continuous Improvement: Stay updated with industry best practices in sales quality assurance and contribute to refining evaluation

frameworks

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Key Requirements

• Experience: 2+ years in a Quality Analyst role or a sales role with proven expertise in call evaluation, customer engagement, or performance coaching.

• Sales Acumen: Strong understanding of sales processes, customer psychology, and effective communication techniques.

• Analytical Mindset: Ability to objectively assess performance, identify gaps, and recommend actionable solutions.

• Attention to Detail: Consistency in evaluation, scoring, and reporting. • Integrity & Fairness: Strong commitment to unbiased assessments and transparent communication.

• Communication Skills: Excellent written and verbal communication, capable of delivering feedback constructively.

• Industry Edge: Background in Education/EdTech will be an added advantage.