Quality Assurance Analyst

About the Role

We are seeking a detail-oriented Quality Assurance Analyst (Sales) to ensure that our counsellors’ customer interactions meet the highest standards of quality, compliance, and effectiveness. You will evaluate sales calls, monitor daily performance metrics, and provide actionable insights that drive both team performance and customer satisfaction.

Location: NoidaKey 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, ethhical 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.

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