Quality Analyst Sales Process

Job Title: Quality Analyst Sales Process

Company: Cognizant Technology Solutions

Location: Hyderabad

Work Mode: Work from Office (5 Days a Week, Weekends Off)

Shift: Rotational (Day & Night Shifts AMER/EMEA/APAC Regions)

Experience Required: 4 to 8 Years

Employment Type: Full-time, Permanent

Job Summary

The Quality Analyst is responsible for meticulously monitoring, evaluating, and scoring the sales interactions and processes executed by the outbound sales team. The role involves providing detailed, objective feedback to sales professionals and management to ensure high-quality consultative selling, process compliance, and accuracy ultimately driving superior customer experience and increased revenue generation.

Key Responsibilities

1. Sales Interaction Monitoring & Evaluation

Listen to and score a high volume of recorded sales calls (inbound & outbound).

Evaluate communication quality, prospect engagement, consultative approach, and adherence to defined processes.

Review written client communications (emails, proposals) for tone, professionalism, and accuracy.

1. Process Audit & Compliance

Conduct end-to-end sales process audits to ensure alignment with business and compliance standards.

Verify campaign setup accuracy, documentation, and adherence to policies and guidelines.

Identify process gaps and recommend corrective actions.

1. Feedback & Coaching Support

Deliver clear, actionable, and constructive feedback to sales representatives.

Partner with team leads and trainers to improve consultative selling, product knowledge, and customer engagement.

Support continuous improvement initiatives across the sales floor.

1. Root Cause Analysis

Analyze low-performing or failed sales interactions to identify improvement areas.

Share actionable insights with leadership and contribute to systematic process improvements.

Collaborate with QA leads and operations to minimize recurring issues.

1. Data Reporting & Tracking

Accurately log, track, and maintain evaluation results, defect trends, and quality performance data.

Generate weekly and monthly reports for leadership review.

Support calibration sessions to ensure consistent scoring and quality standards.

1. Calibration & Standardization

Participate in team calibrations to ensure uniformity in quality scoring.

Maintain consistent QA standards across multiple teams and regions.

Qualifications

Bachelors degree in Business, Marketing, Communication, or a related field.

4 to 8 years of experience as a Quality Analyst / Quality Assurance Specialist in a sales, BPO, or contact center environment.

Strong understanding of outbound/inbound sales processes and digital marketing fundamentals.

Mandatory Skills

1. Quality monitoring and evaluation

2. Call auditing and scoring

3. Process compliance and documentation

4. Root cause analysis

5. Consultative sales understanding

6. Strong analytical and problem-solving skills

7. Feedback and coaching delivery

8. Data reporting and visualization

9. Communication assessment expertise

10. Proficiency in Microsoft Excel (Pivot Tables, Charts)

11. Proficiency in Google Sheets or equivalent reporting tools

12. Strong written and verbal communication skills

13. Attention to detail and accuracy

14. Time management and multi-tasking

15. Quality Management System (QMS) usage

16. Knowledge of sales lifecycle and KPIs

17. Ability to identify performance improvement opportunities

18. Calibration and standardization practices

19. Team collaboration and coordination

20. Adaptability to rotational shifts and fast-paced environments

Preferred Skills

Experience in quality auditing for digital marketing or tech-based sales campaigns.

Familiarity with QA tools, dashboards, or CRM systems.

Exposure to performance tracking and data interpretation in a sales environment.

Soft Skills

Exceptional listening and analytical thinking

High ownership and accountability

Excellent interpersonal and coaching skills

Ability to deliver feedback diplomatically

Interview Process

Interview Start Date: 28th October 2025 (Tuesday)

Interview Time: 11:00 AM onwards

Mode: Microsoft Teams (Video Interview)

Interview Rounds

1. Round 1 HR Screening:

Basic background, experience, and communication assessment.

1. Round 2 Quality Evaluation Test:

Practical assessment on sales call evaluation and QA analysis.

1. Round 3 Operations / QA Manager Interview:

In-depth discussion on process knowledge, reporting, RCA, and scenario-based questions.

Perks and Benefits

Fixed 5-day work week (Weekends Off)

Comprehensive health insurance

Performance-based incentives

Opportunities for career growth and learning

Shortlisted candidates will receive a Teams meeting link via email for interview.