Quality Analyst- Sales Calls

2 days ago

bangalore, India TalentGum Full time

About the Role :

o We are looking for a meticulous and proactive professional to audit sales calls and demo sessions conducted by our agents. This individual will ensure that our sales representatives consistently deliver high-quality interactions with prospective customers, understand client needs deeply, and offer personalized solutions aligned with our offerings. The role will be central to identifying training needs, improving objection handling, and enhancing overall sales conversion quality.

Key Responsibilities :

Audit & Analyze Sales Calls :

Listen to and evaluate recorded sales calls and demo sessions using a structured

assessment framework.

o Assess whether agents :

o Clearly explain the product features and benefits

o Accurately capture customer needs and preferences

o Offer relevant and customized solutions

o Handle objections with professionalism and clarity

o Follow call etiquette and brand tone

Reporting & Documentation :

o Maintain an evaluation log of reviewed calls.

o Identify trends, gaps, and areas of improvement across teams and individuals.

o Generate periodic (weekly/monthly) quality reports with qualitative and quantitative

analysis.

o Flag critical issues that need urgent attention.

Feedback & Coaching Collaboration :

o Share insights and findings with the Sales Leaders.

o Work alongside the training and enablement team to design intervention plans.

o Support 1:1 or group feedback sessions with sales agents to discuss performance and

areas to improve.

Quality Framework Development :

o Help refine and enhance the call audit framework as per evolving sales goals and

customer expectations.

o Benchmark call quality standards and help drive a culture of excellence.

Qualifications :

Proven experience in a similar QA role within sales, business development, customer support,

or training.

Strong understanding of sales processes, customer psychology, and objection handling.

Excellent listening, analytical, and written communication skills.

High attention to detail and ability to work independently.

Familiarity with CRM and call recording platforms is a plus.

What We Offer :

Opportunity to shape the quality standards of a rapidly growing ed-tech company.

A collaborative environment where your insights directly influence sales success.

Growth opportunities in QA, enablement, or sales leadership.

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