Quality Analyst – Sales Process

18 hours ago

Gurugram, India Rapsys Technologies Pte. Ltd Full time

Quality Analyst – Sales Process
Experience Required: 2–4 years in a BPO sales process (voice)

Job Summary

We are seeking a detail-oriented and performance-driven Quality Analyst to join our sales process team. The role involves monitoring and evaluating outbound sales calls, ensuring adherence to process guidelines, compliance, and quality standards. The ideal candidate will provide actionable insights, coaching, and process improvements to enhance customer experience and drive overall sales effectiveness.

Key Responsibilities

  • Monitor and evaluate outbound sales calls for adherence to scripts, compliance, and quality standards.
  • Identify performance gaps in agent communication and provide timely feedback and coaching.
  • Maintain QA reports, dashboards, and scorecards for individual and team performance tracking.
  • Collaborate with team leaders, trainers, and management to enhance training modules and onboarding effectiveness.
  • Conduct root cause analysis for recurring quality issues and recommend process improvements.
  • Develop, update, and maintain quality guidelines, checklists, and documentation.
  • Participate in calibration sessions with internal stakeholders to standardize quality benchmarks.
  • Ensure adherence to ethical practices, compliance regulations, and customer satisfaction standards.
  • Track and analyze KPIs such as Quality Scores, Compliance Adherence, Conversion Accuracy, and Call Handling Behavior.

Key Skills & Competencies

  • Strong analytical, observation, and problem-solving skills.
  • Knowledge of sales techniques, objection handling, and customer engagement.
  • Excellent verbal and written communication skills.
  • Proficiency in QA tools, CRM platforms, and reporting systems.
  • Detail-oriented, highly organized, and able to work under pressure.
  • Ability to deliver constructive feedback in a professional and motivating manner.
  • Sound understanding of compliance and quality frameworks in sales environments.

Preferred Qualifications

  • Graduate in any discipline.
  • Minimum 2 years' experience as a Quality Analyst in a sales process (preferably in a BPO voice process).
  • Exposure to outbound sales campaigns and international processes will be an added advantage.

Job Type: Permanent

Pay: Up to ₹30,000.00 per month

Application Question(s):

  • Do you have 2–4 years of experience in a BPO sales voice process?
  • Have you worked as a Quality Analyst for at least 2 years in a sales process (outbound/inbound)?
  • Have you worked with QA tools, CRM systems, and reporting dashboards?
  • Are you familiar with compliance requirements, call quality standards, and ethical sales practices?

Work Location: In person

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