Quality Analyst – Sales Process

Job Title: Quality Analyst – Sales Process & Call Monitoring

Location: Bengaluru

Experience Required: 7–8 Years (Preferably in Sales Quality, BPO, or Inside Sales Operations)

Compensation: Competitive Salary

Department: Sales Quality Assurance / Operations

Job Summary:

We are seeking a seasoned Quality Analyst with 7–8 years of experience to evaluate, enhance, and streamline our sales processes and customer interactions. The ideal candidate will play a key role in monitoring sales calls, providing actionable feedback, performing detailed data analysis, and driving continuous process improvements to elevate overall sales efficiency and customer experience across our BPO and Inside Sales channels.

Key Responsibilities:

• Sales Call Monitoring & Evaluation:
• Monitor inbound and outbound sales calls across teams for compliance, effectiveness, and quality of customer interactions.
• Sales Process Evaluation & Improvement:

Analyze current sales workflows, identify inefficiencies, and recommend improvements to drive conversion, reduce cycle time, and improve customer satisfaction.

• Performance Feedback:

Provide structured, constructive feedback to sales agents and team leaders based on call monitoring and interaction reviews. Support coaching efforts to close performance gaps.

• Data Analytics & Reporting:

Utilize analytics tools to gather insights on sales performance, call quality metrics, and customer sentiment. Prepare and present reports with recommendations to stakeholders.

• Process Streamlining:

Collaborate with sales leaders and training teams to streamline sales operations and quality assurance processes for better consistency and productivity.

• Quality Framework Development:

Enhance and maintain QA frameworks, call scoring sheets, and SOPs aligned with organizational goals.

• Cross-Functional Collaboration:

Work closely with Sales, Training, and Operations teams to align quality goals with business objectives.

Required Skills and Qualifications:

• Bachelor's degree in any stream.
• 7–8 years of proven experience in a Quality Analyst or QA role within BPO, Inside Sales, or Customer Support environment.
• Strong understanding of sales funnels, conversion metrics, and lead handling protocols.
• Expertise in sales call auditing, call center operations, and CRM tools (e.g., Salesforce, HubSpot).
• Advanced knowledge of quality metrics, customer satisfaction KPIs, and root cause analysis.
• Proficiency in data analytics tools (Excel, Power BI, Tableau preferred).
• Excellent communication, coaching, and presentation skills.
• Ability to work independently and lead QA initiatives across teams.

Why Join Us?

• Competitive salary and incentive structure.
• Dynamic and collaborative work environment.
• Opportunity to make a tangible impact on business performance and customer satisfaction.
• Career growth in a fast-evolving business landscape.

Job Type: Full-time

Pay: ₹35, ₹50,000.00 per month

Benefits:

• Cell phone reimbursement
• Health insurance
• Paid time off
• Provident Fund

Application Question(s):

• What all languages are you fluent in?
• do you have experience in sales process quality ?
• How many years of experience do you have in sales call monitoring & evaluation (BPO/Inside Sales)
• Have you worked in edutech company ?

Work Location: In person