Chat Quality Analyst

2 days ago

Hyderabad, Telangana, India Dicelogic Solutions Full time ₹ 5,00,000 - ₹ 15,00,000 per year

The Chat Quality Analyst & Training Executive is a dual-role position responsible for monitoring and improving the quality of chat-based sales conversations while also training and developing sales teams. The role ensures agents consistently deliver high-quality customer interactions, follow sales processes, and achieve maximum conversion rates. This position plays a key role in enhancing performance through quality evaluations, coaching, structured training programs, and continuous improvement initiatives.

Role & responsibilities

  • Monitor and evaluate chat conversations for quality, sales effectiveness, and compliance.
  • Provide feedback and coaching to improve agent communication, sales pitch, and process gaps.
  • Conduct sales and process training for new and existing agents; create SOPs, scripts, and training materials.
  • Analyze chat transcripts to identify improvement opportunities and boost conversion rates.
  • Ensure adherence to sales processes, quality guidelines, and compliance standards.
  • Maintain QA scorecards, dashboards, and performance reports.
  • Share insights with Sales/Operations to improve workflows, templates, and customer experience.
  • Drive continuous improvement by updating training content and refining sales processes.

Required Skills & Qualifications

  • Bachelors degree or equivalent experience.
  • 2.5+ years of experience in Chat Sales, Quality Analysis, Sales Training, or Customer Support QA.
  • Strong knowledge of sales strategies: pitching, objection handling, negotiation, upsell/cross-sell.
  • Excellent written communication skills and attention to detail.
  • Strong analytical abilities and understanding of quality metrics.
  • Proficiency with CRM or Chat platforms (Zendesk, Intercom, Freshdesk, LiveChat, etc.).
  • Good presentation and facilitation skills for training delivery.
  • Ability to work cross-functionally and manage multiple priorities.
  • Experience in e-commerce, SaaS, fintech, telecom, gaming, or service-based industries.

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