Quality Analyst - Telesales
We are looking for an experienced and motivated Quality Analyst for quality audits for our telesales team.
The successful candidate will assess the quality of the performance of our Telesales associates who deal with our existing and potential customers.
The QA will monitor inbound & outbound calls, whatsapp chats, and emails responses to assess the sales associate's demeanor, technical accuracy, sales performance, and conformity to company procedures.
You will help develop, create, and implement call quality procedures; and make recommendations for enhancements to training materials to enhance the customer's experience.
What you will be doing:
- Participate in the design of call monitoring formats, quality standards, and calibration at Telesales
- Performs quality audits and provides TNI & Pareto Analysis for Training & Coaching
- Use quality monitoring data management system to compile and track performance at team and individual-level & Coach the associates to improve their performance
- Provide applicable data to multiple internal support groups by identifying customer needs and expectations.
- Prepares and analyzes internal and external quality reports for management staff review
- Participates in design of call monitoring formats and quality standards
- Performs monitors of sales email/whatsapp chat responses
- Participates in customer and client listening programs to identify customer needs and expectations.
- Coordinates and facilitates call calibration sessions for Telesales
- Provides feedback to team leaders/ managers based on team quality performance
- Prepares and analyzes internal and external quality reports for management review
- Responsible for Bottom Quartile audits & feedback to enhance the quality & performance metrics
Who we're looking for:
- 3+ years of experience in Telesales
- Min 2+ years of experience as a Quality Analyst
- Excellent communication skills
- Bachelor's/Master's Degree or equivalent
- Proficiency in QA tools & software
- Strong Analytical & Problem-solving abilities
- Detail-oriented with a focus on accuracy
- Ability to work independently & as a part of team
What we'll give you:
- Opportunity to work with a growing and market leader technology company
- Become the driver of growth for multiple categories on pan India basis
- Opportunity to work with best minds in the industry
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