Quality Analyst (Telesales)

Quality Analyst is responsible for monitoring, evaluating, and improving the quality of telesales interactions to ensure compliance, customer satisfaction, and achievement of sales standards. This role focuses on call auditing, performance feedback, process improvement, and maintaining service excellence within the telesales team.

Key Responsibilities

• Monitor inbound and outbound telesales calls on a daily basis.
  
• Evaluate calls based on predefined quality parameters and scorecards.
  
• Ensure adherence to scripts, compliance requirements, and company policies.
  
• Identify gaps in sales techniques and customer handling.
  
• Conduct regular quality audits and prepare detailed reports.
  
• Track quality scores and identify performance trends.
  
• Share insights and recommendations with the Sales Team Lead and Manager.
  
• Provide constructive feedback to telesales agents.
  
• Support training teams by identifying skill gaps.
  
• Suggest script enhancements and sales pitch improvements.
  
• Recommend process changes to improve conversion and compliance.
  

Required Qualifications

• Bachelors degree in Business, Communications, or related field (preferred).
  
• 26 years of experience in Bpo QA
  
• Experience in call auditing and quality scorecard evaluation is an advantage.
  

Required Skills & Competencies

• Strong listening and analytical skills
  
• Attention to detail
  
• Knowledge of sales processes and call handling standards
  
• Excellent written and verbal communication skills
  
• Ability to provide constructive and balanced feedback
  
• Proficiency in CRM systems and MS Office
  
• Data interpretation and reporting skills
  

Interested Share your CV_ Sureshkumars@mm.co.in