Quality Assurance Specialist Sales Call Auditing

About upGrad School of Technology (uGSOT)

upGrad School of Technology is a premier, tech-first institution offering UGC-aligned and AICTE-approved B.Tech and specialized engineering programs. Focused on next-generation domains like Generative AI, Machine Learning, Full Stack Development, and Cyber Security, uGSOT bridges the gap between traditional academics and corporate day-1 readiness. With a strong network of 3,000+ hiring partners, we empower the next wave of global tech talent.

Job Overview

The Senior Sales Quality Assurance Specialist is responsible for auditing inbound and outbound sales calls to ensure compliance, pitch accuracy, and effective conversion techniques. With a minimum of 5 years of hands-on experience, you will evaluate sales interactions, assign scorecard ratings, and deliver sharp, actionable feedback to help sales representatives overcome objections, close deals, and drive revenue.

Key Responsibilities

• Sales Call Auditing: Monitor, evaluate, and score a set volume of live and recorded sales calls against core performance metrics (e.g., need identification, value proposition, objection handling, closing attempts).
• Feedback & Actionable Remarks: Formulate clear, objective, and detailed written feedback for every call, highlighting high-impact sales tactics and pinpointing precise areas where reps missed closing opportunities.
• Coaching & Agent Mentorship: Conduct 1-on-1 feedback sessions with sales representatives and partner with Sales Team Leads to design targeted performance improvement plans.
• Compliance & Pitch Verification: Ensure all reps strictly adhere to regulatory compliance, pricing accuracy, script guidelines, and ethical sales practices.
• Trend & Conversion Analysis: Track quality score trends against rep conversion rates to identify systemic pitch gaps, offering data-driven insights to sales leadership.
• Calibration Leadership: Lead and participate in regular calibration sessions with sales managers to maintain scoring consistency across the department.
• Reporting: Report the audit findings and improvement metrics of each sales rep
• Audit bot: Train, calibrate and use audit bot for better understanding of each sales rep and develop personalized improvement plan.

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Required Qualifications & Skills

• Experience: Minimum 5 years of direct experience in sales call auditing, sales coaching, or quality assurance within a high-volume telesales or BPO environment.
• Sales Acumen: Strong understanding of sales methodologies, consultative selling, objection handling, and closing frameworks.
• Communication: Exceptional written communication skills to deliver direct, constructive remarks, alongside strong verbal skills for coaching.
• Tools Proficiency: Advanced familiarity with call monitoring platforms, AI call audit platforms and CRM tools