Quality Auditor

3 days ago

Sahibzada Ajit Singh Nagar Mohali Punjab, India Amtrix Infotech Pvt. Ltd. Full time

**Job Title**: Quality Analyst - Sales Voice Process
**Location**: Mohali

**Department**: Sales/Customer Support
**Reports to**: General Manager (Operations)

**Job Summary**:
The Quality Analyst in the Sales Voice Process is responsible for monitoring, analyzing, and improving the quality of interactions between sales representatives and customers. They ensure compliance with company standards, identify areas for improvement, and contribute to optimizing the overall customer experience and sales performance.

**Key Responsibilities**:
1. **Call Monitoring & Evaluation**:

- Monitor live and recorded sales calls to evaluate adherence to scripts, policies, and quality standards.
- Assess the effectiveness of communication, sales techniques, and objection-handling skills.

2. **Feedback & Coaching**:

- Provide actionable feedback to sales representatives to enhance their performance.
- Conduct one-on-one coaching sessions and collaborate with team leaders for training needs.

3. **Quality Reporting**:

- Prepare and maintain detailed quality reports and scorecards.
- Analyze trends and identify recurring issues affecting sales conversion or customer satisfaction.

4. **Compliance Auditing**:

- Ensure compliance with regulatory guidelines, company policies, and processes.
- Highlight any deviations and escalate critical non-compliance issues.

5. **Process Improvement**:

- Collaborate with cross-functional teams to improve call scripts, training materials, and processes.
- Suggest strategies to enhance the customer experience and increase sales efficiency.

6. **Customer Experience Focus**:

- Ensure customer interactions align with the company's goals for a positive and professional image.
- Identify potential upselling or cross-selling opportunities missed during calls.

**Skills and Qualifications**:

- **Experience**: Minimum [2+ years] experience in a similar QA role in a sales voice process.
- **Education**: Graduate in any discipline; certification in Quality Management is a plus.
- **Skills**:

- Excellent listening and analytical skills.
- Strong verbal and written communication.
- Proficiency in MS Office tools and CRM systems.
- Knowledge of quality monitoring tools and frameworks.

**Key Performance Indicators (KPIs)**:

- Call quality scores.
- Sales conversion improvements post-feedback.
- Compliance adherence rates.
- Reduction in repeat errors.
- Turnaround time for feedback and coaching.

**Company Name-** Amtrix Infotech Pvt. Ltd.

**Address-** D-199, 4th Floor, Phase 8B, Sector - 74, Mohali, Punjab

**Interview Time-** 6:30 PM - 8:30 PM

Pay: ₹25,000.00 - ₹40,000.00 per month

**Benefits**:

- Commuter assistance
- Leave encashment
- Paid time off

Schedule:

- Night shift

Supplemental Pay:

- Yearly bonus

Work Location: In person

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