Quality Analyst - Telesales

TalentRouters Private Limited; Bengaluru; Sur place; INR 500 000 - 700 000; Plein temps

Résumé du poste

TalentRouters Private Limited is seeking a Quality Analyst - Telesales to independently audit consultant interactions, publish audit reports, and drive standardization of quality checks. You will coordinate with team leads and trainers to close gaps and ensure consistent service delivery across telesales and renewals teams.

The role requires 1 to 4 years of quality analysis or call auditing experience, strong MS Office skills, and a collaborative, empathetic approach with resilience and

Qualifications

• Graduate or diploma in any specialization.
• 1 to 4 years of experience in quality analysis or call auditing.
• No mandatory certifications required.

Responsabilités

• Audit & Standardization: Independently audit consultant calls and interactions.
• Standardize audits to ensure consultants are evaluated against pre-defined benchmarks.
• Compliance & Collaboration: Address non-compliance through PIPs, warnings, and disciplinary actions.
• Collaborate with team leads and trainers to align quality standards with training outcomes.
• Reporting & Analysis: Analyze audit results and publish reports highlighting performance gaps.
• Manage SIM scores and call record analysis.

Connaissances

Team collaboration

Communication

Resilience

Empathy

Adaptability

MS Office

Outlook

Formation

Graduate or Diploma

Outils

MS Office

Outlook

Description du poste

Quality Analyst - Telesales

Position Description

As Quality Analyst Telesales/Renewals, you will be responsible for independently auditing consultant interactions, standardizing quality checks, and identifying performance gaps. This role involves publishing audit reports, collaborating with stakeholders to address non-compliance, and aligning quality standards with training outcomes. You will play a key role in ensuring consistent service delivery and continuous improvement across the telesales and renewals teams.

Key Responsibilities

Audit & Standardization

• Independently audit consultant calls and interactions.
• Standardize audits to ensure consultants are evaluated against pre-defined benchmarks.

Compliance & Collaboration

• Address non-compliance through structured interventions such as PIPs, warnings, and disciplinary actions.
• Collaborate with team leads and trainers to align quality standards with training outcomes.

Reporting & Analysis

• Analyze audit results and publish reports highlighting performance gaps.
• Manage SIM scores and call record analysis.

Experience and Skills Required

Work Experience
1 to 4 years of experience in quality analysis or call auditing.

Technology Known

• MS Office (Excel, Word, PowerPoint)
• Outlook

Behavioral Traits Required

• Team collaboration
• Communication
• Resilience and compassion
• Empathy, patience, and adaptability

Qualifications

• Graduate or Diploma in any specialization
• No mandatory certifications required