Quality Analyst
2 weeks ago
Position Title: Quality Analyst – Sales Team
Reports To: Sales Manager
Location: Bangalore
Job Type: Full-time
Position Overview:
We are seeking a meticulous and results-driven Quality Analyst to support our Sales team in maintaining high standards of performance and customer satisfaction. The ideal candidate will be responsible for evaluating, monitoring, and improving the quality of interactions between sales representatives and customers. This position requires attention to detail, strong analytical skills, and the ability to work closely with the Sales and Customer Support teams to implement best practices and drive continuous improvement.
Key Responsibilities:
1) Monitor Sales Calls & Interactions:
- Evaluate and assess sales calls, emails, and chat interactions to ensure adherence to company standards, compliance guidelines, and customer satisfaction.
- Conduct regular reviews of recorded sales calls and customer communications to ensure quality, accuracy, and consistency.
- Provide feedback to sales reps on their performance and offer coaching to improve skills and effectiveness.
2) Quality Audits & Reporting:
- Conduct routine quality audits of sales processes, scripts, and CRM records.
- Track and report on key performance indicators (KPIs) for sales team performance such as conversion rates, customer feedback, and adherence to sales protocols.
- Prepare and present regular reports on quality trends, highlighting areas for improvement and suggesting actionable recommendations.
3) Process Improvement:
- Identify recurring issues or trends in sales calls, customer complaints, or operational inefficiencies.
- Collaborate with the Sales and Training teams to develop and implement corrective actions and process improvements.
- Work with Sales leadership to standardize and optimize best practices in the sales process.
4) Training & Development:
- Provide coaching and feedback to sales team members based on evaluation outcomes to improve their sales techniques and customer interactions.
- Assist in the creation and delivery of training programs focused on improving sales effectiveness and quality standards.
5) Customer Feedback & Satisfaction:
- Gather and analyse customer feedback to identify potential improvements in sales practices or communication strategies.
- Work with the Customer Success and Sales teams to ensure that customer complaints or issues are addressed quickly and effectively.
6) Collaboration with Cross-functional Teams:
- Work closely with the Sales, Marketing, and Customer Success teams to align on quality standards, sales strategies, and customer-centric goals.
- Liaise with Product and Operations teams to ensure that customer feedback is integrated into ongoing product development and service delivery.
7) Documentation & Compliance:
- Ensure that all quality processes, findings, and improvement initiatives are well-documented and accessible to relevant stakeholders.
- Maintain compliance with internal and external regulatory requirements during audits and evaluations.
Preferred Qualifications:
- Experience working with sales teams in fast-paced or high-growth environments.
- Familiarity with sales enablement tools and techniques.
- Certification in Quality Assurance or Six Sigma methodology is a plus.
- Experience in process optimisation and continuous improvement.
Key Competencies:
- Attention to Detail: Ability to meticulously evaluate sales interactions for compliance and performance standards.
- Communication: Strong verbal and written communication skills for providing feedback and delivering reports.
- Analytical Thinking: Capable of interpreting sales data and identifying patterns or areas for improvement.
- Problem-Solving: Ability to proactively identify issues and collaborate with teams to implement solutions.
- Team Collaboration: Work effectively with Sales, Marketing, and Customer Success teams to drive quality improvements.
Why Join Us?
- Impactful Role: Help shape the performance and success of the sales team, ensuring customer satisfaction and business growth.
- Career Development: Gain exposure to a dynamic and evolving sales environment with opportunities for professional growth.
- Collaborative Culture: Work in a supportive, team-oriented atmosphere where your input is valued.
If you are passionate about quality assurance and want to make a direct impact on the success of our sales team, we encourage you to apply
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