Monitor and evaluate
sales calls, emails, and CRM entries to ensure adherence to scripts, communication quality, compliance, and accuracy.
Score and document
QA assessments, identifying areas of improvement and excellence.
Provide constructive feedback
and recommendations to sales team members to improve communication and process effectiveness.
Collaborate with Team Leads/Managers to develop
quality standards, scripts, and benchmarks.
Support in designing and delivering
training or coaching sessions
based on QA findings.
Analyze trends
in quality scores and report key metrics and insights to stakeholders.
Ensure
CRM hygiene and data accuracy
, flagging gaps or inconsistencies.
Assist in
refining quality checklists
, sales scripts, and SOPs to reflect best practices.
Participate in calibration sessions to maintain consistency in quality scoring.

Requirements:

Bachelor's degree in Business, Communications, or a related field.
1–3 years of experience in Sales QA, Customer Support QA, or Sales Operations.
Strong understanding of inside sales, telesales, or B2C/B2B sales processes.
Excellent listening, communication, and feedback skills.
Detail-oriented with strong analytical and documentation abilities.
Proficient in CRM tools (e.g., Salesforce, Zoho, HubSpot) and MS Excel/Google Sheets.
Familiarity with call recording or QA software is a plus.

Preferred Qualifications:

Experience in EdTech, FinTech, or high-volume sales environments.
Knowledge of sales compliance frameworks or customer experience principles.
Exposure to tools like Gong, Observe.AI, or Freshdesk is advantageous.
Certification in quality, sales enablement, or soft skills training is a bonus.

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