Call Quality Analyst

4 weeks ago

Bengaluru, India Treebo Hospitality Ventures Full time

The Customer Success Quality Auditor & Trainer (QA) is responsible for ensuring high standards of communication, sales effectiveness, and customer experience across our Customer Success (CS) team. While the role includes auditing WhatsApp, email, and call interactions, its primary focus is on training, coaching, and developing the CS team to excel not only in support but also in sales.The QA will play a pivotal role in training new joiners, running refresher and upskilling programs, and leading special projects to improve team performance, process adherence, and revenue impact. This role requires a blend of strong analytical skills, sales orientation, coaching expertise, and the ability to execute structured projects.Roles & Responsibilities
Quality & Coaching

  • Audit customer interactions (WhatsApp, email, calls) to evaluate sales effectiveness, communication tone, accuracy, and process adherence.
  • Provide constructive coaching to team members, focusing on both customer support and sales conversion skills.
  • Share structured feedback at individual and team levels to drive measurable improvements.
  • Document audit results, highlight key trends, and share actionable feedback with team members and managers.
  • Facilitate calibration sessions with CS managers to align on quality and performance standards.
  • Prepare and present periodic quality reports (team-level and individual-level performance trends).

Training & Development

  • Lead training for all new joiners in the Customer Success team, covering both process knowledge and sales skills.
  • Design and conduct regular refresher sessions, sales workshops, and communication skills training.
  • Collaborate with managers to identify skill gaps and create targeted learning interventions.
  • Build training materials, FAQs, roleplay scripts, and process documentation for consistent knowledge sharing.

Projects & Continuous Improvement

  • Work on special projects to improve sales outcomes, communication quality, and customer experience.
  • Analyze quality and training data to recommend improvements in processes, scripts, and sales playbooks.
  • Partner with cross-functional teams to roll out new initiatives, tools, or process enhancements.
  • Ensure alignment of CS practices with overall business goals and revenue targets.

Knowledge, Skills & Qualifications Required

  • 3+ years of experience as a Quality Analyst in a Customer Success / Contact Center / Sales enablement environment.
  • Proven experience in training and coaching team members on sales techniques (B2B or B2C).
  • Strong communication skills excellent verbal and written proficiency (English and Hindi mandatory).
  • Ability to design and deliver engaging training sessions (both classroom & virtual).
  • Strong analytical and feedback delivery skills; ability to identify patterns and suggest practical solutions.
  • Proficiency in MS Office (Word, Excel, PPT) for training content and reporting.
  • Customer-first mindset with the ability to balance support and sales focus.
  • Strong project management skills – ability to manage multiple initiatives simultaneously.
  • Adaptable, self-driven, and able to influence stakeholders across levels.

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