Quality Analyst - Sales & Voice Process

JobItUs; Mumbai; On-site; INR 400,000 - 560,000; Full time

Job summary

JobItUs in Mumbai is seeking a Quality Analyst to monitor and audit sales calls, evaluate agent performance, and identify trends through data analysis. You will provide structured, actionable feedback to improve performance and maintain quality scorecards and audit documentation.

Collaborate with Team Leaders and Training to drive coaching interventions while ensuring SOP and script adherence. Proficiency with CRM and call recording tools is required.

Responsibilities

• Monitor and audit sales calls and voice interactions as per defined quality parameters.
• Evaluate agent performance based on compliance, communication, objection handling, and conversion effectiveness.
• Identify trends, recurring errors, and performance gaps through data analysis.
• Provide structured, constructive, and actionable feedback to improve agent performance.
• Deliver difficult feedback professionally while maintaining motivation and morale.
• Maintain quality scorecards, reports, and audit documentation.
• Work closely with Team Leaders and Training teams to recommend coaching interventions.
• Ensure adherence to SOPs, scripts, and customer handling standards.
• Use CRM systems and call recording tools for quality audits and analysis.

Job description

Job Description

Key Responsibilities

• Monitor and audit sales calls and voice interactions as per defined quality parameters.
• Evaluate agent performance based on compliance, communication, objection handling, and conversion effectiveness.
• Identify trends, recurring errors, and performance gaps through data analysis.
• Provide structured, constructive, and actionable feedback to improve agent performance.
• Deliver difficult feedback professionally while maintaining motivation and morale.
• Maintain quality scorecards, reports, and audit documentation.
• Work closely with Team Leaders and Training teams to recommend coaching interventions.
• Ensure adherence to SOPs, scripts, and customer handling standards.
• Use CRM systems and call recording tools for quality audits and analysis.