Quality Control Analyst

As a Sales Quality Assurance Specialist, your main responsibilities will involve monitoring and evaluating sales calls, emails, and CRM entries to ensure adherence to scripts, communication quality, compliance, and accuracy. You will be tasked with scoring and documenting QA assessments, identifying areas of improvement and excellence, and providing constructive feedback and recommendations to sales team members to enhance communication and process effectiveness. Additionally, you will collaborate with Team Leads/Managers to develop quality standards, scripts, and benchmarks, as well as support in designing and delivering training or coaching sessions based on QA findings. Your role will also entail analyzing trends in quality scores, reporting key metrics and insights to stakeholders, ensuring CRM hygiene and data accuracy, and assisting in refining quality checklists, sales scripts, and SOPs to reflect best practices. Participation in calibration sessions to maintain consistency in quality scoring will also be expected. To be successful in this role, you should hold a Bachelor's degree in Business, Communications, or a related field and have at least 3 years of experience in Sales QA, Customer Support QA, or Sales Operations. A strong understanding of inside sales, telesales, or B2C/B2B sales processes is essential, along with excellent listening, communication, and feedback skills. Being detail-oriented with strong analytical and documentation abilities is crucial for this position. Proficiency in CRM tools such as Salesforce, Zoho, HubSpot, and MS Excel/Google Sheets is required, and familiarity with call recording or QA software is considered a plus. Preferred qualifications for this role include experience in EdTech, FinTech, or high-volume sales environments, knowledge of sales compliance frameworks or customer experience principles, and exposure to tools like Gong, Observe.AI, or Freshdesk. Additionally, certification in quality, sales enablement, or soft skills training would be beneficial in this position.,