Quality Assurance Analyst

3 days ago


Noida, Uttar Pradesh, India Les Transformations Learning Full time ₹ 5,00,000 - ₹ 12,00,000 per year

Key Responsibilities


• Evaluate Counselling Calls: Review sales calls / sessions per day and assess against KPIs such as script adherence, objection handling, compliance, product knowledge, and customer engagement.


• Call Scoring & Feedback: Maintain structured scorecards for each call and deliver clear, constructive feedback to sales counsellors, highlighting both strengths and improvement areas.


• Monitor Daily Metrics: Track and analyse daily activity metrics (call volume, counselling sessions, conversions, etc.) to ensure alignment with performance targets.


• Trend & Gap Analysis: Identify recurring strengths, common challenges, and skill gaps in calls to inform training and coaching initiatives.


• Collaboration: Partner with sales managers, trainers, and leadership to share insights, support coaching programs, and improve sales effectiveness.


• Compliance Monitoring: Ensure all customer interactions strictly adhere to company policies, ethical standards, and regulatory requirements.


• Reporting: Prepare and present regular reports summarising call quality trends, sales performance, and recommended action points for leadership review.


• Continuous Improvement: Stay updated with industry best practices in sales quality assurance and contribute to refining evaluation

frameworks

.

Key Requirements


• Experience: 2+ years in a Quality Analyst role or a sales role with proven expertise in call evaluation, customer engagement, or performance coaching.


• Sales Acumen: Strong understanding of sales processes, customer psychology, and effective communication techniques.


• Analytical Mindset: Ability to objectively assess performance, identify gaps, and recommend actionable solutions.


• Attention to Detail: Consistency in evaluation, scoring, and reporting.
• Integrity & Fairness: Strong commitment to unbiased assessments and transparent communication.


• Communication Skills: Excellent written and verbal communication, capable of delivering feedback constructively.


• Industry Edge: Background in Education/EdTech will be an added advantage.



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