QA / QC Analyst

Job Title: Quality Analyst – Telesales

Mission:

To monitor, evaluate, and enhance the performance of telesales agents by ensuring adherence to quality standards, improving customer interactions, and driving overall business outcomes.

Job Description:

The Quality Analyst is responsible for auditing telesales calls, identifying performance gaps, and providing actionable feedback to improve agent effectiveness. The role involves evaluating communication quality, sales pitch adherence, objection handling, and overall customer experience. The analyst will work closely with the Training and Operations teams to groom agents and ensure continuous improvement in quality and conversions.

Key Responsibilities:

• Monitor and audit telesales calls on a daily basis as per defined quality parameters

• Evaluate agent performance on communication, sales pitch, objection handling, and compliance

• Provide structured and timely feedback to agents for improvement

• Conduct call calibrations with Trainers, TLs, and Ops teams

• Identify common gaps and recommend training or refresher sessions

• Maintain quality scorecards, audit reports, and performance dashboards

• Ensure adherence to process guidelines, scripts, and call standards

• Support in improving conversion rates through quality interventions

• Handle escalations and analyze negative customer experiences

• Participate in continuous improvement initiatives for process and quality enhancement

Key Outcomes (Success Measures):

1. Quality Score Improvement: Increase overall QA scores across teams
2. Call Quality Compliance: Ensure adherence to defined call standards and scripts
3. Performance Improvement: Visible improvement in agent performance post feedback
4. Conversion Support: Contribute to better sales conversion through quality inputs
5. Customer Experience: Reduction in negative feedback and call escalations
6. Reporting Accuracy: Timely and accurate submission of QA reports

Core Competencies:

1. Analytical Skills
2. Attention to Detail
3. Communication & Feedback Skills
4. Coaching Ability
5. Customer Understanding
6. Process Adherence
7. Problem Solving
8. Collaboration

Qualifications & Experience:

• Education: Any Graduate

• Experience: 3–5 years in Quality / QA role in BPO or telesales environment

• Domain Exposure: Telesales / Voice process preferred

• Language: Fluency in Malayalam and Tamil

• Tools: Basic knowledge of CRM, call auditing tools, and reporting