Quality Analyst – Telecalling

Company Name: Solarrun

Department: Telecalling / Quality

Job Title: Quality Analyst – Telecalling

Location: Ekkaduthangal, Chennai

Experience: 1–3 Years

Deepika HR

Email: deepisoalrrunhr@gmail.com

Ph: 9003302669

Job SummaryWe are looking for a Call Audit Executive to monitor and evaluate telecalling executives' calls. The role involves checking call quality, communication, customer handling, script adherence, lead follow-up, and overall performance to ensure the telecalling team follows company standards.

• Key ResponsibilitiesMonitor and audit telecalling calls on a daily basis.
• Evaluate calls based on communication, customer handling, pitch, and script adherence.
• Check whether telecallers provide accurate information to customers.
• Identify mistakes, missed opportunities, and process deviations.
• Maintain daily and monthly call audit reports.
• Provide feedback to telecallers and Team Leaders.
• Track repeated mistakes and recommend corrective actions.
• Check whether proper follow-ups are made with leads.
• Escalate serious issues or customer complaints to the concerned manager.
• Ensure telecalling executives follow company policies and processes.
• Coordinate with Team Leaders to improve call quality and conversion performance.
• Required SkillsExcellent listening and communication skills.
• Strong observation and analytical skills.
• Good knowledge of telecalling processes.
• Ability to identify gaps in sales/customer conversations.
• Attention to detail.
• Basic knowledge of MS Excel / Google Sheets.
• Ability to give constructive feedback.
• Good understanding of customer handling and sales techniques.
• QualificationAny Graduate / Diploma.
• Experience in Telecalling, Call Auditing, BPO, Customer Service, or Sales is preferred.
• Key Performance Indicators (KPIs)Number of calls audited per day.
• Accuracy of call audits.
• Call quality score.
• Script and process adherence.
• Follow-up quality.
• Reduction in recurring call errors.
• Timely submission of audit reports.