Telesales Quality Analyst

1. Call Monitoring & Evaluation

** Actively listen to recorded and live telesales calls to assess agent performance.

** Evaluate calls against defined quality metrics, scripts, and sales standards.

** Ensure adherence to company policies, guidelines, and communication protocols.

2. Customer Experience Assessment

** Analyze how agents handle customer inquiries, objections, and closures.

** Evaluate tone, empathy, clarity, and professionalism during interactions.

** Ensure a positive and consistent customer experience across all calls.

3. Sales & Performance Monitoring

** Monitor daily sales calls to assess conversion effectiveness.

** Track key performance indicators (KPIs) such as conversion rate, pitch quality, and objection handling.

** Identify gaps impacting sales performance and suggest improvements.

4. Daily Monitoring & Follow-ups

** Conduct daily call audits and follow-up monitoring of agents.

** Ensure corrective actions are implemented and sustained.

** Maintain consistency in quality checks across all agents.

5. Feedback & Coaching

** Provide structured and constructive feedback to agents.

** Conduct one-on-one coaching sessions to improve performance.

** Highlight strengths and areas of improvement with actionable insights.

6. Reporting & Analysis

** Generate daily and periodic quality reports for management.

** Analyze call data to identify trends, risks, and improvement areas.

** Present insights related to agent performance, sales quality, and compliance issues.

7. Calibration & Stakeholder Collaboration

** Work closely with team leaders, trainers, and management for calibration sessions.

** Ensure uniform understanding of quality standards and evaluation criteria.

8. Compliance & Quality Assurance

** Monitor calls to ensure adherence to legal, regulatory, and company compliance requirements.

** Identify and flag any compliance breaches or risks.

9. Training & Development Support

** Identify common skill gaps and training needs based on call analysis.

** Support training teams in designing modules and improvement programs.

10. Script Development & Optimization

** Create and refine telesales scripts for better engagement and conversion.

** Develop WhatsApp automation scripts aligned with the sales funnel.

** Continuously optimize scripts based on performance data and feedback.