Call Quality Analyst (Sales Process)

Cognitive Nest Tech Solutions LLP; Jaipur; On-site; INR 300,000 - 420,000; Full time

Job summary

Cognitive Nest Tech Solutions LLP in Jaipur is seeking a detail-oriented Call Quality Analyst with hands-on QA auditing of sales calls to elevate the customer journey. You will audit calls, provide coaching feedback to agents and team leaders, and generate daily and weekly QA reports while identifying recurring errors, performance gaps and compliance risks to uphold our quality standards.

This on-site role requires 1–2 years of experience and strong MS Excel skills to support data-driven

Qualifications

• 1–2 years hands-on experience in call quality analysis or QA auditing of sales calls.
• Strong spoken and written English communication skills.
• Good knowledge of MS Excel and reporting.
• Strong analytical skills and attention to detail.
• Ability to evaluate calls objectively and provide constructive feedback.

Responsibilities

• Audit sales calls as per the defined QA scorecard and ensure accurate scoring.
• Provide feedback and coaching inputs to sales agents and team leaders.
• Prepare daily and weekly call quality reports.
• Identify recurring errors, performance gaps, and compliance risks.
• Participate in regular QA calibration sessions.
• Ensure adherence to sales processes and quality standards.

Skills

Call QA

English proficiency

Analytical thinking

Feedback delivery

QA auditing

Tools

MS Excel

Job description

Location: Jaipur

Work Mode: On-site

Experience: 1–2 Years

Open Positions: 3–4

Joining: Immediate joiner Required

Job Overview

We are looking for a detail-oriented Call Quality Analyst with experience in auditing sales calls. The candidate will be responsible for evaluating sales conversations, ensuring quality standards, identifying performance gaps, and providing constructive feedback to improve the overall sales process.

Key Responsibilities

• Audit sales calls as per the defined QA scorecard and ensure accurate scoring.
• Provide feedback and coaching inputs to sales agents and team leaders.
• Prepare daily and weekly call quality reports.
• Identify recurring errors, performance gaps, and compliance risks.
• Participate in regular QA calibration sessions.
• Ensure adherence to sales processes and quality standards.

Required Skills & Qualifications

• 1–2 years of hands‑on experience in call quality analysis or QA auditing of sales calls.
• Strong spoken and written English communication skills.
• Good knowledge of MS Excel and reporting.
• Strong analytical skills and attention to detail.
• Ability to evaluate calls objectively and provide constructive feedback.

Good to Have

• Experience in financial services, trading, or fintech industries.
• Familiarity with call recording and speech analytics tools.