Quality Analyst - Sales & Voice Process

Itvedant Education; Thane; On-site; INR 480,000 - 720,000; Full time

Benefits offered by this job

Medical Insurance coverage for员工 and 家

Opportunity to win Indian & Intl trips

Recognition Programs

Job summary

Itvedant Education is seeking a Quality Analyst to monitor and evaluate sales calls and customer interactions, ensuring adherence to quality standards, SOPs, and company guidelines.

You will analyze agent performance across compliance, communication, objection handling, and conversion metrics; provide structured feedback; maintain audit reports and scorecards; and collaborate with Team Leaders and Training to drive coaching and continuous improvement using CRM and analytics tools.

Qualifications

• 2–5 years of QA experience in EdTech, BPO, or sales quality.
• Experience in monitoring sales calls and customer interactions.
• Strong knowledge of QA methodologies and process audits.
• Familiarity with CRM systems and data management tools.
• Excellent communication and feedback delivery.

Responsibilities

• Monitor and audit sales calls and voice interactions.
• Evaluate agent performance on compliance and conversion metrics.
• Identify trends and performance gaps through data analysis.
• Provide structured, actionable feedback to improve performance.
• Maintain quality scorecards and audit documentation.
• Collaborate with Team Leaders and Training teams on coaching.
• Ensure adherence to SOPs and customer handling standards.
• Use CRM systems and recording tools for quality audits.
• Deliver insights to improve customer experience and sales outcomes.

Skills

Analytical thinking

Problem-solving

Quality assurance

Data analysis

CRM familiarity

Excel & Sheets

Dashboard reporting

Education

Bachelor's in Business Administration / Marketing / Communications

Master's degree (advantage)

Tools

MS Excel

Google Sheets

CRM systems

Reporting tools

Job description

Itvedant was started with the aim of bridging the gap between education and skills needed for the job with an intense passion for teaching.We are looking for dynamic and passionate people from the software industry to be a part of our family who can lead the team of students towardsa bright future.

Job Summary

The Quality Analyst is responsible for monitoring and evaluating sales calls and customer interactions to ensure adherence to quality standards, SOPs, and organizational guidelines. The role focuses on assessing agent performance across communication, compliance, objection handling, and conversion effectiveness while identifying performance trends and improvement opportunities. The Quality Analyst provides structured, actionable feedback, maintains audit reports and quality scorecards, and collaborates closely with Team Leaders and Training teams to enhance coaching initiatives. By leveraging CRM systems, call recordings, and data analysis, the role aims to improve customer experience, drive sales performance, and ensure consistent service quality across all customer interactions.

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.
• Strong analytical and problem-solving abilities.
• Advanced proficiency in MS Excel, Google Sheets, and reporting tools.
• Experience in MIS reporting, dashboard creation, and performance analytics.
• Strong understanding of KPIs, ROI analysis, productivity measurement, and conversion metrics.
• Knowledge of Quality Assurance methodologies, process audits, and continuous improvement techniques.
• Familiarity with CRM systems and data management tools is an added advantage.

Preferred Qualifications

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field. A Master's degree is an added advantage.
• 2–5 years of experience in Quality Assurance (QA), Call Quality, Sales Quality, Customer Service Quality, or a similar role, preferably in the EdTech, BPO, or Sales industry.
• Strong understanding of sales processes, customer interactions, and quality assurance methodologies.
• Experience in monitoring and evaluating sales calls, voice interactions, and customer communication.
• 12 Holidays and 21 Leaves annually
• Monthly, Quarterly & Yearly Recognition Programs
• Medical Insurance coverage for employees and family
• Opportunity to win Indian & International trips
• Supportive and growth-oriented work culture
• Performance-based rewards and appreciation programs