Quality Analyst - Telesales

Quality Analyst (Telesales)

We are looking for a detail-oriented and sales-driven Quality Analyst to monitor outbound telesales calls, improve sales effectiveness, conduct call calibration sessions, and drive location-wise sales growth through quality monitoring, coaching, and performance analysis.

Key Responsibilities

• Monitor and evaluate outbound telesales calls based on defined quality parameters.
• Assess sales pitches, communication, objection handling, customer engagement, and closing techniques.
• Identify quality gaps and provide actionable feedback to executives and Team Leaders.
• Conduct regular call calibration sessions with Team Leaders and the Training team to ensure consistent evaluation standards.
• Analyse location-wise call quality, conversion rates, and sales performance to identify improvement opportunities.
• Recommend sales strategies to improve subscription sales, conversion rates, and overall location-wise business growth.
• Share best-performing call examples and sales techniques across teams.
• Prepare daily, weekly, and monthly quality reports and performance dashboards.
• Support coaching, refresher training, and quality improvement initiatives.
• Track the impact of quality interventions on sales performance and customer satisfaction.

Required Skills

• Strong communication, listening, and analytical skills.
• Knowledge of outbound telesales, call auditing, and quality scorecards.
• Understanding of sales conversion, objection handling, and closing techniques.
• Ability to conduct calibration sessions and provide constructive feedback.
• Good knowledge of MS Excel, reporting, and data analysis.
• Strong problem-solving and stakeholder coordination skills.

Eligibility Criteria

• Graduate in any discipline.
• 17 years of experience in telesales quality assurance, telemarketing, or a similar role.
• Matrimony industry experience preferred.
• Familiarity with CRM systems and call recording tools is an advantage.

Key Performance Indicators (KPIs)

• Call quality audit scores and evaluation accuracy.
• Number of calls audited per day.
• Improvement in sales conversion and subscription sales.
• Reduction in recurring quality errors.
• Effectiveness of call calibration and coaching sessions.
• Location-wise sales growth and executive performance improvement.
• Timely and accurate quality reporting

Interested Share your Cv - Sureshkumars@mm.co.in

Call/Whatsapp - 9677093223