Tele-sales quality analysis

• Monitoring and Evaluation:Reviewing telesales calls (live or recorded) to assess agent performance against established quality guidelines and metrics.

Skills and Qualifications:

• Communication Skills:Excellent verbal and written communication skills for providing feedback, coaching, and reporting.
• Analytical Skills:Ability to analyze data, identify trends, and interpret information to make informed decisions.
• Problem-Solving Skills:Ability to identify and resolve issues related to call quality, process gaps, and agent performance.
• Attention to Detail:Meticulous attention to detail when evaluating calls and identifying areas for improvement.
• Knowledge of Call Center Operations:Familiarity with call center processes, metrics, and quality assurance methodologies.
• Technical Proficiency:Experience with call monitoring software, CRM systems, and other relevant tools.
• Sales Acumen:Understanding of sales processes, techniques, and best practices.
• Feedback and Coaching:Providing constructive feedback to telesales representatives based on quality evaluations, helping them improve their performance and achieve sales targets.
• Process Improvement:Identifying gaps in processes and recommending changes to enhance customer experience, sales effectiveness, and overall efficiency.
• Reporting and Analysis:Compiling and analyzing data on call quality, agent performance, and trends, and preparing reports for management.
• Calibration:Participating in calibration sessions with team leaders and other stakeholders to ensure consistent scoring and evaluation practices.
• Training Support:Collaborating with training teams to identify training needs and develop targeted training programs to address performance gaps.
• Compliance:Ensuring adherence to company policies, procedures, and regulatory requirements during telesales interactions.

Job Type: Full-time

Pay: ₹18,000.00 - ₹22,000.00 per month

Benefits:

• Health insurance

Work Location: In person

Speak with the employer
+91 8310135516