Quality Analyst – International Voice

BRIEF:

 The Quality Coach is responsible for ensuring that all production agents consistently meet Interactis’ standards for call quality, compliance adherence, customer experience, sales performance, and lead-generation effectiveness. This role integrates traditional Quality Assurance with structured, ongoing sales and lead-generation coaching to develop agents into well-rounded, high-performing contributors.

The position requires a disciplined, analytical, and coaching-oriented professional who can evaluate calls, provide timely feedback, mentor agents on performance gaps, and reinforce both compliance and sales skills consistently. The Quality Coach will also take a hands-on approach by answering a minimum number of live calls weekly to maintain alignment with real-time customer scenarios, system behaviour, and campaign realities.

 This role directly contributes to the organization’s goal of maintaining a compliant, efficient, and revenue-driven operations floor.

RESPONSIBILITIES:

 Quality Assurance & Compliance Monitoring.

 ·        Conduct daily audits of short and long calls, documenting detailed observations and deviations from defined quality or compliance standards.

·        Ensure adherence to mandatory disclosures, call recording norms, payment-handling rules, and process-specific compliance requirements.

·        Identify quality gaps, repetitive errors, behavioural issues, and systemic concerns and communicate them promptly to the leadership team.

·        Lead cross-functional calibration sessions to ensure alignment across Training, Quality, and Operations.

·        Implement Written and Verbal product, process, compliance knowledge related tests from time to time.

Sales & Lead Generation Coaching.

 ·        Provide targeted coaching to improve sales skills such as objection handling, call flow, tonality, closing techniques, and rapport building.

·        Coach agents on lead generation, including probing skills, qualifying questions, pitch accuracy, and capturing complete and correct lead information.

·        Develop agent performance through structured coaching plans, real-time intervention, side-by-side call monitoring, and OJT-based reinforcement.

·        Support continuous improvement of sales behaviour to ensure optimum conversions and lead quality on the production floor.

OJT (On-the-Job Training) & Floor Development.

 ·        Work closely with newly trained agents during their OJT period to support the transition from classroom training to live production.

·        Ensure agents follow scripts, compliance cues, CRM/software procedures, and sales positioning techniques consistently.

·        Identify training needs and coordinate with the Sales & Process Trainer for refreshers or targeted skill-development sessions.

Handling Calls to Stay Current.

·        Handle/Answer a minimum of 10 live customer calls per week to stay aligned with real customer issues, objections, and system-level challenges. Further to use these calls as good examples for training and coaching on the floor in production, and in training.

Reporting & Documentation.

·        Publish daily and weekly reports on QA performance, observations, compliance adherence, and coaching effectiveness.

·        Maintain structured records of agent feedback sessions, coaching interventions, progress logs, and improvement plans.

·        Update call scoring sheets, compliance evaluation forms, and behavioural performance trackers.

·        Track poor performance and implement action plan(s) based on the individual performance track.

Coordination & Stakeholder Support.

·        Work closely with Operations to address performance issues, attendance gaps, pitch deviations, and compliance concerns.

·        Collaborate with Training to align training content with insights gathered from quality audits and production-floor challenges.

·        Assist in recognizing high-performing agents and flagging those requiring escalated support or disciplinary action.

Continuous Improvement.

·        Recommend improvements in processes, scripts, and call flow based on quality insights and customer feedback.

·        Stay updated on best practices in telesales, quality assurance, US customer behaviour patterns, regulatory guidelines, and lead-generation methodology.

Suggest enhancements to scorecards, coaching frameworks, and quality monitoring tools.