Quality Team Leader & Senior Trainer - Sales

A global luxury fashion and lifestyle media & retail sector player operating in fashion media, lifestyle marketing and brand licensing. The team delivers premium customer experiences across digital and inside-sales channels for high-value audiences.

Location:

Santacruz (W), Mumbai — On-site | Full-time

About Us

FashionTV is the world’s largest fashion brand and a leading luxury fashion and lifestyle media house. Founded in 1997 by Mr. Michel Adam Lisowski in France, FashionTV operates a widely distributed satellite channel with over 31 satellites and 2,000 cable systems, reaching more than 2 billion viewers across 193 countries.With a strong presence across television, digital, and live events, FashionTV has become the most powerful medium of expression for fashion, lifestyle, and luxury.

📊 Key Statistics

• 2B+ global viewers
• 500M+ households reached
• 196 countries presence
• 65M+ YouTube views
• 12M+ weekly Facebook views
• 300K+ Instagram followers
  

We are looking for a

Quality Analyst

to monitor and improve the performance of multiple Lines of Business (Sales, CRM, and Retention). The candidate will be responsible for:

• Monitoring and evaluating call quality to ensure compliance with company standards.
• Preparing quality performance reports and identifying improvement areas.
• Conducting refresher sessions and training to enhance agent performance.
• Analyzing customer interactions and feedback to improve service delivery.
• Supporting process improvement initiatives and maintaining documentation.
  

The ideal candidate must have excellent analytical skills, attention to detail, and prior experience in quality monitoring and call evaluation.

Key Result Areas (KRA)

• Conduct daily quality audits for voice and non-voice processes.
• Evaluate and maintain call quality scores, identifying key improvement areas.
• Develop, update, and implement quality parameters, scripts, and scorecards.
• Conduct Product Knowledge Tests (PKTs) and refresher sessions for low-performing agents.
• Analyze customer feedback and complaints to enhance satisfaction levels.
• Collaborate with team leaders to address quality issues and drive performance excellence.
• Prepare and share periodic quality reports and insights with management.
• Ensure continuous improvement, achieving defined quality benchmarks and customer retention goals.
  

Skills: agents,sales,crm,call quality,customer,brand licensing