Quality Anaylst- Voice & Sales

Itvedant Education Pvt. Ltd.; Thane; In loco; INR 600.000 - 1.000.000; Tempo pieno

Descrizione del lavoro

Itvedant Education Pvt. Ltd. is seeking a Quality Analyst to monitor and evaluate sales calls and customer interactions, ensuring alignment with quality standards and SOPs.

The role emphasizes identifying performance trends and delivering actionable feedback to improve coaching and outcomes. Key duties include auditing calls, assessing compliance and conversion metrics, and maintaining quality scorecards using CRM systems and data analytics.

Competenze

• Bachelor's degree in Business Administration, Marketing, Communications, or related field; Master’s preferred.

Mansioni

• Monitor and audit sales calls and voice interactions against defined quality parameters.
• Evaluate agent performance on compliance, communication, objection handling, and conversion.
• Analyze data to identify trends, gaps, and improvement opportunities.
• Provide structured, actionable feedback to boost performance.
• Maintain quality scorecards, reports, and audit documentation.
• Collaborate with Team Leaders and Training teams to design coaching interventions.
• Ensure adherence to SOPs and customer handling standards.

Conoscenze

Analytical skills

Problem solving

Excel

Google Sheets

MIS reporting

Dashboard creation

Performance analytics

CRM systems

Formazione

Bachelor's degree in Business Administration / Marketing / Communications

Master's degree preferred

Strumenti

CRM software

Reporting tools

Call recording tools

Descrizione del lavoro

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.