Quality Auditing Senior Analyst_ Sales Operations/Enablement_ US Shift

Staffing Services; Bengaluru; On-site; INR 400,000 - 700,000; Full time

Job summary

Staffing Services in Bengaluru seeks a Quality Analyst to monitor customer interactions across calls, emails, and chats, ensuring adherence to quality standards and driving improvements.

You will analyze metrics, provide agent coaching, collaborate with sales and training teams, and help develop quality guidelines while auditing compliance and supporting calibration sessions.

Qualifications

• Experience in evaluating customer interactions across multiple channels (calls, emails, chats).
• Ability to analyze call metrics and identify improvement opportunities.
• Experience providing structured feedback and coaching to agents.

Responsibilities

• Monitor customer interactions across calls, emails, and chats against quality metrics.
• Evaluate agent performance against scripts, product knowledge, and customer satisfaction.
• Analyze call metrics and trends, generating detailed management reports.
• Provide constructive feedback and coaching to agents to improve performance.
• Participate in calibration sessions to ensure consistent evaluation standards.
• Assist in developing and updating quality standards based on feedback and policies.
• Conduct audits to ensure regulatory compliance and policy adherence.
• Collaborate with training teams to identify needs and develop materials.
• Identify and escalate critical customer issues for timely resolution.
• Ensure sales activities comply with regulations and company guidelines.
• Review sales data in the CRM to identify trends and opportunities.

Skills

Quality monitoring

Data analysis

Feedback & coaching

Cross-functional collaboration

Regulatory compliance

Tools

CRM system

Job description

"Quality Analyst is responsible for monitoring and evaluating customer interactions across various channels (calls, emails, chats) to ensure they adhere to established quality standards, identifying areas for improvement, and providing feedback to agents and teams to optimize customer experience and service delivery."

Key Responsibilities:

• Quality Monitoring: Regularly listen to recorded customer interactions, evaluating agent performance against set quality metrics like adherence to scripts, product knowledge, tone of voice, problem-solving skills, and customer satisfaction.
• Data Analysis: Analyze call metrics and trends to identify areas of concern and opportunities for improvement, generating detailed reports to share with management.
• Feedback and Coaching: Provide constructive feedback to agents through individual coaching sessions, highlighting strengths and areas needing development, to enhance their performance.
• Calibration Meetings: Participate in regular quality calibration sessions with other analysts to ensure consistent evaluation standards across the team.
• Quality Standard Development: Assist in developing and updating quality standards based on company policies, customer feedback, and industry best practices.
• Auditing and Compliance: Conduct periodic audits to ensure compliance with regulatory requirements and company guidelines.
• Training Support: Collaborate with training teams to identify training needs based on quality analysis and contribute to the development of training materials.
• Issue Escalation: Identify and elevate critical customer issues to relevant teams for timely resolution.
• Compliance Oversight: Monitor sales activities to ensure compliance with relevant regulations and company policies related to sales practices and customer interactions.
• Collaboration with Sales Teams: Work closely with sales managers and teams to understand their challenges, identify areas for improvement, and implement quality initiatives to achieve sales goals.
• Sales Data Analysis: Regularly review and analyze sales data from the CRM system to identify trends, patterns, and areas where sales performance can be enhanced, including metrics like conversion rates, lead generation, average deal size, and customer satisfaction.