Sales Quality

9 hours ago

Baner Pune Maharashtra, India YES Germany Mumbai Full time

**Key responsibilities**:

- Conduct weekly call audits for first-level and second-level counsellors (3-4 calls per person)
- Evaluate tone, rapport-building, pitch accuracy, and objection handling during counselling calls
- Monitor CRM entries for lead updates, status tagging, remarks, follow-up logs, and reshuffle justifications
- Generate weekly CRM hygiene compliance reports per counsellor
- Flag repeated errors and collaborate with team leads to assign retraining sessions
- Track conversion influence mapping and verify counsellor attribution accuracy in CRM
- Maintain a live dashboard to track call quality scores, CRM errors, and compliance trends
- Support internal audits and data validation for incentive calculation processes

**Other requirements**
- 1-3 years of experience in sales QA, CRM operations, education counselling, or telesales QA
- Strong understanding of CRM systems (e.g., Zoho, LeadSquared, Salesforce)
- Attention to detail and ability to detect tone, information errors, and missed sales opportunities
- Strong written communication skills for reporting and feedback
- Excel/Google Sheets skills to manage trackers and dashboards
- Ability to work independently, maintain neutrality, and ensure discipline across counsellors

**Reporting & KPIs**:
This role reports to the Operations Manager or Head of Sales Operations

**Performance metrics**:

- % of calls audited vs. target
- CRM hygiene compliance score by branch/team
- Error reduction rate (month-on-month)
- Timeliness and accuracy of weekly reports
- Quality score improvement of counsellors post-feedback

**Job Types**: Full-time, Permanent

Pay: ₹240,000.00 - ₹360,000.00 per year

**Benefits**:

- Cell phone reimbursement
- Internet reimbursement
- Leave encashment
- Provident Fund

Schedule:

- Day shift

Supplemental Pay:

- Joining bonus
- Performance bonus
- Yearly bonus

**Experience**:

- QA/QC: 2 years (preferred)

Work Location: In person

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