Quality Analyst

3 weeks ago


Mumbai Suburban, India United HR Solutions Pvt. Ltd. Full time

Job Description:  

  • Lead Management:
  • Oversee the intake and entry of leads into the CRM (Customer Relationship Management) system.
  • Ensure accurate and timely distribution of leads among sales representatives based on predefined criteria and assignments.
  • Develop and maintain protocols for lead assignment and distribution to optimize sales efficiency and effectiveness.
  • Lead Journey Monitoring:
  • Monitor the entire lead journey from initial contact to conversion, identifying opportunities for process improvement and optimization.
  • Evaluate lead interactions and touchpoints throughout the sales process to ensure quality and compliance with company standards.
  • Implement quality controls to track and measure lead conversion rates and outcomes.
  • Creation and updation of SOPs:
  • Maintain a dynamic SOP document that is regularly updated based on feedback, industry trends, and best practices.
  • Conduct ongoing training sessions and workshops to reinforce SOPs and improve sales team proficiency.
  • Communication Oversight:
  • Evaluate and assess the quality and effectiveness of communication channels used by sales representatives (e.g., phone calls, emails, messaging).
  • Provide constructive feedback and recommendations to improve the clarity, consistency, and impact of sales communications.
  • Collaborate with the sales manager to develop targeted coaching programs aimed at enhancing communication skills.
  • Training and Development:
  • Collaborate with sales leadership to develop and deliver training programs focused on lead management, communication strategies, and sales techniques.
  • Conduct regular training sessions to educate sales teams on best practices, compliance requirements, and CRM utilization.
  • Create training materials, job aids, and resources to support ongoing learning and development initiatives.
  • Data Analysis and Reporting:
  • Collect, analyze, and interpret sales data to identify trends, patterns, and insights related to lead quality, conversion rates, and sales performance.
  • Generate comprehensive reports and dashboards to communicate key metrics and performance indicators to stakeholders.
  • Present findings and recommendations to sales management and cross-functional teams to drive data-driven decision-making.
  • CRM coordination and improvement
  • Work closely with the IT manager to highlight and close all CRM tool gaps and ensure continuous tool improvement.


Contact Person: Ami Soni ( )


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