Quality Analyst

Job Title: Quality Analyst

Employment Type: Hybrid - Full-Time

Monthly Salary: 30,000 to 35,000 per month

Work Timings: Day shift

Job Summary:

Syrow Pvt. Ltd. is a CSaaS based Customer Experience Management Company with Clientele from across the globe, focused on providing world-class Customer Service. We are looking for a detail-oriented and experienced Quality Analyst with sales experience to monitor, evaluate and enhance the performance of our sales team. Must ensure that sales calls align with best practices, identify opportunities for improvement and provide actionable coaching to optimize conversion rates and customer engagement.

Key Responsibilities:

· Listen to and evaluate sales calls for quality, adherence to process and effectiveness.

· Provide detailed feedback and coaching to agents on improving sales techniques, handling objections and maximizing opportunities.

· Assist in developing call scripts, rebuttals and strong sales approaches tailored to customer segments.

· Identify trends, recurring issues and opportunities for performance improvement across the sales team.

· Maintain documentation of call evaluations, coaching sessions, and performance metrics.

· Support training initiatives by sharing insights from call audits to enhance onboarding and ongoing development.

Training & Development

· Conduct new hire onboarding and training sessions on product knowledge, systems and communication skills.

· Facilitate refresher training based on QA insights, policy updates or process changes.

· Develop training materials, manuals and e-learning modules as required.

· Act as a knowledge resource for the team by staying updated on policies, procedures and product updates.

Qualifications & Skills:

· Proven experience in sales (B2B or B2C) and strong understanding of sales processes.

· Knowledge of objection handling, consultative selling and upselling techniques.

· Strong communication and interpersonal skills.

· Analytical mindset with attention to detail.

· Ability to provide constructive feedback and mentor team members effectively.