Quality Analyst

Olx; Gurugram District; On-site; INR 400,000 - 700,000; Full time

Benefits offered by this job

Growth opportunities

Pan India exposure

Collaborative environment

Job summary

Olx is seeking a detail-oriented Quality Auditor for its TeleSales QA team in Gurugram. The role focuses on auditing sales calls, delivering actionable feedback, and ensuring regulatory compliance across regional language markets to boost sales effectiveness.

You will audit calls, coach agents, and document corrective actions while maintaining consistent scoring across languages and handling audit disputes with Quality Leads.

Qualifications

• Graduate with 3–5 years of experience as a Quality Analyst/Quality Auditor in a Sales or Inside Sales contact center environment.

Responsibilities

• Perform quality checks on sales calls and score parameters with accuracy and timeliness.
• Provide 1-on-1 coaching and document corrective action plans and root-cause analyses.
• Ensure consistent scoring across languages and manage audit dispute reviews with Quality Leads.

Skills

Call auditing

Quality analysis

Coaching

Feedback delivery

Data interpretation

Education

Graduate degree

Tools

CRM software

Call Management Systems

Excel/Google Sheets

Quality Monitoring tools

Job description

Job Title: Quality Auditor - Quality & Compliance (Offroll)

Location: Gurugram (Onsite)

Work Schedule: 6 Days/Week (Fixed Sunday Off)

Shift Details: Day Shift

Regional Languages: Tamil, Telugu, Kannada, Malayalam and English

Job Overview

We are seeking a detail-oriented Quality Auditor to join our TeleSales QA team. You will evaluate sales calls, deliver actionable feedback, and ensure compliance across regional sales teams to elevate interaction standards and boost sales effectiveness in regional language markets.

What you will do:

• Call Auditing: Perform quality checks on sales calls by actively listening, accurately scoring parameters, documenting agent mistakes, and identifying clear scopes for improvement within required timelines.
• Coaching, Feedback & Documentation: Deliver targeted 1-on-1 agent coaching for fatal parameters and document same-day corrective action plans and root-cause analyses.
• Calibration & Audit Accuracy: Ensure accurate and consistent scoring across all language calls while handling audit dispute reviews with Quality Leads smoothly.
• Insights & Continuous Improvement: Publish monthly quality trend reports with call repositories to support training, while actively exploring best industry practices and emerging technologies to improve Quality function.

Who we're looking for:

• Language Proficiency: Must be fluent ("Read/Write/Speak") in South Indian regional languages: Tamil, Telugu, Kannada, or Malayalam, alongside working knowledge of English/Hindi.
• Qualification & Work Experience: Graduate with 3-5 years of experience as a Quality Analyst / Quality Auditor in a Sales or Inside Sales contact center environment.
• Analytical Skills: Strong analytical capabilities to identify pitch gaps, missed sales opportunities, and compliance deviations.
• Communication Skills: Excellent verbal and written communication skills for delivering constructive feedback to sales agents and reporting to leadership.
• Tool Knowledge: Experience with CRM software, Call Management Systems, Excel/Google Sheets, and Quality Monitoring tools.

What we'll give you:

• Opportunity to work with a growing and market leader technology company.
• Become the driver of growth for multiple categories on pan India basis.
• Opportunity to work with the best minds in the industry.